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Job Details

UnitedHealth Group

Director of Operations - San Juan, PR


Director of Nursing


San Juan, Puerto Rico, United States

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Director of Operations will be instrumental to support growth of about 500-1000 FTEs in the next two years. Focus will be to support Puerto Rico operations thru automation, productivity and quality improvements. Positions in this function include those responsible for management and administration of multiple functions, or management of general business operations. May manage the P&L of a business or part of a business unit. Manage daily operations of multiple levels of staff and multiple functions/departments across one or more business units. May include day to day site operations, management leadership internal and external to organization, accountable for financial and non-financial results (budgets and actuals). Project management and implementation, staff management.

Primary Responsibilities:

  • Sets priorities on business expectation on Performance goals, Quality, Adherence, Turnaround Time, Error corrections
  • Lead by example in all aspects of the business
  • Lead internal management reviews, business reviews and quality reviews discussions with customers
  • Participate in management appraisal cycle discussions
  • Drive innovation and process improvements
  • Analyze team performance and formulate action plans to address opportunities
  • May be assigned to work on special projects and business initiatives
  • Utilize standard project plan templates to create and/or tailor project plans to specific customers' needs
  • Assist internal and/or external business partners with completion of tasks and resolution of issues and problems with program implementation
  • Establish and/or implement internal and/or external service level agreements in order to ensure ability to monitor and measure program performance (e.g., turnaround time; quality; effectiveness)
  • Identify and/or secure resources (e.g., funding; staffing; system security; real estate and/or telecommuting requirements; hardware/software) required to implement programs
  • Review, create, and/or maintain workflows to ensure they are up-to-date and operationally efficient
  • Provide guidance, expertise, and/or assistance to internal and/or external partners (e.g., claims; call center; benefits; clinical) to ensure programs and strategies are implemented and maintained effectively
  • Communicate with and help internal and/or external partners interpret contractual requirements in order to ensure effective problem solution and strategy implementation
  • Ensure performance is tracked accurately utilizing internal tools and processes (e.g., dashboards; scorecards; reports)
  • Request and/or receive relevant performance data from internal partners and review for accuracy
  • Manipulate provided data into applicable tools and reports in order to facilitate performance review and analysis
  • Review consolidated operational performance reports in order to determine overall effectiveness, make necessary changes, and identify opportunities for new programs or program consolidation or expansion
  • Incorporate operations program performance information into strategic and business planning
  • Utilize stakeholder input to help shape and implement continuous improvement in operational quality and financial performance (e.g., encourage participation in Six Sigma projects)
  • Ensure internal partners and/or external vendors adhere to business and contractual agreements
  • Conduct end-to-end testing of applicable processes, tools, procedures, and systems platforms to validate adherence to RFP/contract requirements
  • Utilize relevant systems and tools to identify and/or test opportunities for efficiency improvements (e.g., parallel variable testing)
  • Work with relevant internal partners (e.g., Finance; Underwriting) to identify resource requirements and/or create budgets and forecasts
  • Review and assign projects/initiatives based on resource capacity, capability, and expertise


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:

  • Bachelor’s Degree or higher degree completed
  • 7+ years of experience working with leaders in matrix organizations
  • 5+ years of experience in BPO or healthcare industry
  • 5+ years of experience utilizing operational metrics, data/analytics, goals/objectives, and dashboards to run, interpret, and drive business performance
  • 5+ of leadership experience
  • Experience with the Microsoft Office Suite (Word, PowerPoint, Excel, and Outlook)
  • Proficiency in using advanced functions in Microsoft Excel such as filters, pivot tables, formulas
  • Professional proficiency in English
  • Willingness to work flexible schedules as necessary
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Master’s Degree
  • Excellent verbal and written communication skills
  • Ability to work independently and make sound decisions in a fast paced environment
  • Ability to multi-task

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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.