Health Service Director, Community and State, Regional – TN

UnitedHealth Group
April 26, 2021
Atlanta, GA
Job Type


Health Service Director careers at UnitedHealth Group are anything but ordinary. We push ourselves and each other to find smarter solutions. The result is a culture of performance that's driving the health care industry forward. Instead of seeing a handful of patients each day, your work may affect millions for years to come. Join us. And start doing your life's best work.(sm)

If you are located in Tennessee, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

  • Leadership (Measured through performance metrics, Colleague Reviews, NCQA Accreditation, if applicable)
  • Is accountable for overall local market health plan clinical operations for all LTSS and FIDE SNP products including achievement of annual clinical, quality /  affordability and utilization management goals
  • Is the local market SME for all clinical / medical management programs and contractual requirements
  • Leads, coaches / develops, trains (in conjunction with clinical learning team) and supports health plan based clinical team
  • Ensures effective, compliant, clinical program delivery, monitors performance and clinical outcomes
  • Contributes to the development and execution of overall health plan strategies, Winning Priorities Key Initiatives through active participation in Health Plan Senior Leadership  /  Operations meetings and health plan functional meetings
  • Fosters and promotes two-way communication and information sharing necessary for successful clinical program implementation
  • Is the Primary liaison to clinical business partners both internal and external for member  /  clinical issues such as Optum HFS  /  NICU, Optum Care Solutions which includes Case Management and HARC, Prior Authorization, Intake, UBH, Appeals & Pharmacy Departments point of contact for reporting, troubleshooting, case reviews, member complaints and issues requiring local health plan support
  • Identifies network gaps and access issues and participates in local market Network Management Governance meetings to ensure issues are addressed
  • In conjunction with medical director, ensures regularly scheduled interdisciplinary team meetings and processes are in place to address member and provider issues  /  needs
  • Leads in collaboration with UHCCS and Optum business partners in audits such as the External Review Quality Organization Audits for clinical programs which may include developing  /  owning program material binders, policies and responses
  • Serves on the Health Plan HQUM and may chair or co-chair as needed
  • Reports clinical metrics and reports into QMC and PAC meetings
  • Develops & maintains LTSS UM  /  CM  /  DM annual work plan, program description, and program evaluations.
  • Is the key clinical leader at the health plan for LTSS NCQA accreditation (if required  /  applicable) preparation and surveys
  • Works collaboratively with Quality Leader and Medical Director, leveraging National Best Practices  /  Polices  /  Procedures, shared services and benefits partners to prepare the documentation and readiness for NCQA accreditation of the local health plan
  • Develops strategies internally and with business partners for clinical management during high volume provider termination, new membership growth / expansion, ensuring member continuity of care and transition of care needs are met according to the RFP response  /  contractual requirements
  • Conducts regular staff meetings with local Health Services staff and service partners as appropriate, to exchange corporate and health plan information  /  updates; address staff questions and concerns, etc.
  • Ensures timely communication of any new contractual requirements, audit findings or business expansion opportunities to the National Clinical Team Medical Management and Shared Services
  • Partners to ensure appropriate planning and implementation (including resource needs, timelines, IT needs, etc.)
  • Implements team initiatives associated with making United Healthcare a great place to work, including embracing Our United Culture and sustaining a highly-engaged work force as measured by the annual Employee Engagement Survey
  • Works in partnership with National Clinical Medical Management Leadership to develop clinical staffing, clinical model, IT changes  /  requests to ensure funding, timely approval and execution
  • Compliance  /  Adherence (Measured by adherence monitoring results, CAPs, Fines, Sanctions related to CM, UM, DM)
  • Escalates clinical performance issues to National Clinical Medical Management Leadership as needed if unable to affect change locally
  • Ensures national and corporate service partners achieve established performance metrics and are aligned with health plan strategies and annual operating plans
  • Oversees State specific clinical functions to ensure compliance with State regulatory requirements and works collaboratively with the Clinical Adherence team to ensure adherence with regulatory and contractual requirements
  • Understands the clinical services for Medicaid and Medicare line of business and  /  or cohorts contracted within the Health plan including Complex Care programs, as well as members with developmental disabilities
  • Ensures adherence to state contracts for all medical management  /  clinical requirements and holds business partners / shared services teams accountable for compliance. Has monitoring and controls in place to regulatory measure and monitor performance
  • Identifies and addresses any contractual risks early and implements a performance improvement plan with CM / DM and UM partners to become contractually compliant. Communicates timely, any changes in clinical contractual requirements, Clinical CAPs, sanctions or fines to National Med Management
  • Leaders / Business Partners and ensures changes are made to business processes to adhere to changes requirements
  • Leads the development and implementation with business partners, of health plan specific policies & SOPs to support UM / care management strategies and contractual requirements, CM interventions, and administrative functions and ensures regular review and maintenance processes are in place
  • Utilizes national policies, procedures, SOPs as the basis for developing or adapting for state specific requirements. Leads and ensures adoption and delivery of nationally approved policies, procedures, guidelines and standards for health plan based clinical staff and (and business partners)
  • Conducts local clinical documentation reviews and monitoring to ensure compliance with requirements
  • Attends Clinical Governance Leadership meetings- monitor reports for outcomes and alignment with health plan targets and regulatory compliance
  • Promotes ease of use of the Interdisciplinary Team review process so it is used by clinical staff to address member complex issues, conduct secondary review process for LTSS and / or HCBS care plans and address barriers to service delivery and ability of member to achieve goals
  • Works in partnership with local compliance to support Medicaid and Medicare (if appropriate) Fair Hearing and SAP Process
  • Knowledge of each line of business (Medicaid, Medicare, Developmentally Disabled) and cohort operation results and develops improvement plans as appropriate
  • Customer Relationships (Measured by observation, feedback from external customers and Vital Signs  Engagement scores) Healthcare Quality and Affordability (measured by affordability metrics, financial results, quality scores, PIP results)
  • Actively participates in State and Provider meetings in collaboration with the Health plan leadership, CMO
  • Actively participates in community outreach and networking activities to develop support and community infrastructure to meet member needs, promote membership growth and retention
  • Works with Health Plan Medical Director to establish strong provider relationships promote / support the development of ACOS, and other provider engagement strategies
  • Fosters / supports social responsibility activities within the Health Plan / UHG and local community
  • Actively embraces United Culture and Values in working with both internal and external customers / partners
  • Participates in member advisory boards as appropriate for all lines of business i.e. Medicaid and Medicare
  • Collaborates with Medical Director and Shared Services Partners on the development and
  • implementation of medical cost management programs to achieve Health Care Affordability initiatives per Health Plan Business Plan 
  • Augments national initiatives with local initiatives in order to achieve HCAI targets
  • Monitors performance and works with shared services / benefits partners to enhance initiatives as needed to meet goals
  • Is accountable for medical cost reduction goals for Inpatient & Outpatient for all product lines at the local health plan
  • Reviews clinical scorecard monthly / quarterly at the health plan level (shared with Inpatient Team Director)
  • Attends regularly scheduled UM rounds to assist with removal of barriers to members with complex discharge needs and address any other barriers
  • Has line of sight on quality initiatives and strategies for all products within the health plan and works collaboratively with Quality and Health Plan leadership team to improve HEDIS, CAHPs, HOS, STARs Rating and other quality performance standards established by state and federal customer
  • Works collaboratively across all business segments to design and develop innovative programs to impact Healthcare Quality and Affordability

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • Registered Nurse
  • 3+ years of experience providing care coordination to persons receiving long-term care services
  • 2+ years of work experience in managed and / or long-term care
  • Ability to travel to Nashville, TN for monthly meetings
  • Demonstrated experience teaching and leading
  • Demonstrated ability to interact with the state on a daily basis presenting complex cases, communicating trends, etc.
  • Significant experience in development and execution of clinical programs in public sector managed care environment
  • Clinical experience with Medicaid / Medicare populations
  • Demonstrated track record of clinical program compliance, functional collaboration, and meeting program goals
  • Demonstrated track record of leadership development
  • Intermediate computer skills- MS Office Suite- PowerPoint, Excel, Word
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Medicaid Managed Care Experience in Long Term Care Programs
  • Demonstrated experience with field based case management program implementation and monitoring
  • CCM Certified

Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in health care here. We serve the health care needs of low income adults and children with debilitating illnesses such as cardiovascular disease, diabetes, HIV/AIDS and high-risk pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive health care, community and government partners to heal health care and create positive change for those who need it most. This is the place to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: HSD, Health Services Director, Director, Clinical Director, Associate Health Services Director, Health Services Director, UHC Comm. Plan of TN, Community and State, Brentwood, Nashville, Franklin, Tennessee, Telecommute, Telecommuter, Telecommuting, Remote, Work from home, Work at home

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