Requisition Number: 2343693
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.
A Service Delivery Lead (SDL) will help create and foster a culture of diversity & inclusion and must be a self-motivated individual with exceptional communication and interpersonal skills with the ability to work well in team environments.
A Service Delivery Lead (SDL) is assigned to one or more MPP Account delivery teams and is responsible for overseeing the end-to-end delivery of a functional subdomain area of IT in our healthcare partner organization focused on clinical applications. This position will report to an IT Delivery Lead (IDL)).
The role will focus on managing relationships with middle to senior management and partner employees to ensure seamless delivery of technology systems within their domain focus area. The Service Delivery Lead will help support our MPP partner organization(s) through innovative IT solutions, requiring a blend of customer relationship management, requirements gathering, project management, solid communication skills, and in-depth knowledge of healthcare IT environments. As an IT SDL your primary goal is to ensure delivery occurs by managing escalations and providing direction for shared service teams to overcome hurdles and deliver in accordance with the roadmaps and priorities established by the Client, Account delivery leadership and IT Capabilities leaders. This role will be overseeing Epic Revenue Cycle and Patient Access applications as well other non-Epic applications.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Lead the design, implementation, and continuous improvement of IT service delivery processes with direction from our IDL, ensuring that IT services meet the specific needs of healthcare practitioners, administrators, and patients
• Ensure timely resolution of IT issues in a 24/7 healthcare environment, minimizing downtime and disruption to patient care
• Collaborate on operational service delivery in alignment with IT service level agreements (SLAs) tailored to healthcare standards, ensuring alignment with operational objectives
• Act as a primary point of contact between your service area and key healthcare stakeholders, including physicians, nurses, administrators, and external vendors
• Understand the unique challenges faced by healthcare providers and translate these into effective IT solutions that improve workflows, clinical outcomes, and patient satisfaction
• Work closely with clinical leaders to identify opportunities for technology-driven improvements in patient care and operational efficiency
• Participate and provide oversight in the incident management processes, ensuring swift resolution of critical IT issues (e.g., EMR downtime, network failures) and maintaining high availability of systems that support patient care
• Participate in root cause analysis for recurring issues, identifying opportunities for process improvements and long-term solutions
• Help ensure all IT services and systems comply with healthcare industry standards, including client specific policies and rules
• Lead initiatives to maintain data security and patient privacy, including regular audits, risk assessments, and security updates
• Work with the healthcare compliance team to ensure all technology systems meet the organization's legal and regulatory requirements
• Sponsor and/or guide IT service delivery-related projects, ensuring they are completed on time, within budget, and with minimal disruption to patient care or clinical operations
• Collaborate with clinical and non-clinical departments on technology adoption, training, and change management efforts
• Manage relationships with third-party IT vendors, ensuring that outsourced services meet the required standards and contractual obligations
• Oversee vendor performance and escalate issues to ensure swift resolution
• May work with both partner and Optum supply chain to ensure proper and timely procurement for services, items and renewals
• Help maintain reports on service performance, incident resolution times, and system uptime, providing insights to senior leadership on IT service quality and efficiency
• Use data to proactively identify areas of improvement and ensure that the IT service delivery model aligns with the organization's strategic goals

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:

• 5+ years of experience leading IT service delivery, with 4+ years in a healthcare IT environment directly supporting Epic Revenue Cycle and / or Patient Access applications
• Experience with healthcare regulations (HIPAA, HITECH) and industry best practices for patient data security and privacy
• Demonstrated experience to work effectively with clinical and non-clinical staff, as well as external vendors
• Proven experience managing IT service delivery teams and large-scale healthcare IT projects
• Proven solid understanding of ITIL or other service management frameworks
• Demonstrated problem-solving mindset with a focus on continuous improvement

Preferred Qualifications:

• Certifications such as ITIL, PMP, Epic or relevant healthcare IT certifications are highly desirable
• Experience influencing, problem solving and negotiation skills
• Demonstrated delivery of results in a highly matrixed reporting structure

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.