Director, Clinical Service Delivery

UnitedHealth Group•Alpharetta, GA

1d•Remote

About The Position

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. Optum Enterprise Imaging is a global leader in Cloud-based diagnostic imaging and workflow solutions. Our solutions ensure that imaging data is captured, routed and interpreted as efficiently and effectively as possible in the process of patient care. The work you do with our team will directly improve healthcare outcomes through technical modernization, operational optimization and clinical innovation. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Join us in evolving healthcare. The Director, Clinical Delivery provides strategic and operational leadership for Optum Enterprise Imaging’s clinical delivery services. This role is accountable for defining and executing enterprise clinical service strategies that ensure measurable clinical value, high quality solution adoption, and optimized productivity for customers. The Director leads a team of service managers, clinical program leads and implementation consultants responsible for customer needs analysis, workflow design and configuration, clinical training and ongoing adoption support. This role also establishes and operates a Clinical Service Center of Excellence, ensuring the organization remains centered on customer clinical needs, patient care outcomes, and continuous improvement. In addition, the role owns a clinical services P&L, balancing growth, productivity, and exceptional customer experience. 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. 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.

Requirements

8+ years of progressive leadership experience, including director level or equivalent responsibility
Demonstrated experience leading multidisciplinary clinical or professional services teams
Experience managing a services P&L, including budgeting, forecasting, and productivity optimization
Proven ability to define and execute strategy while driving operational excellence

Nice To Haves

Experience leading clinical professional services or implementation teams
Experience with medical imaging systems, devices, or clinical IT solutions
Experience in customer success and/or managed services environments
Clinical background (e.g., RN, RT, or equivalent clinical experience)
Experience with program or project management
Solid executive communication and stakeholder management skills
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Responsibilities

Strategic & Clinical Leadership: Define and lead organizational strategies for clinical needs assessment, clinical solution adoption, and clinical value assurance across Optum’s imaging solutions portfolio
Partner with product, engineering, implementation, managed services and customer success leaders to ensure clinical requirements are translated into scalable, high value service solutions
Establish frameworks, methodologies, and standards that drive consistent efficient clinical service delivery and measurable clinical outcomes in customer environments
Evolve clinical training, adoption and support services from conventional, event-based models to ongoing as-a-service models that ensure adoption and value realization from imaging solutions
Drive productivity through the development and deployment of self-service training platforms and content
Team & Talent Leadership: Lead, mentor, and develop leaders and clinical implementation consultants responsible for customer workflow assessment, solution configuration, and clinical adoption
Build high performing, clinically credible teams with clear accountability for quality, outcomes, and customer satisfaction
Champion a culture of continuous improvement, service excellence, and customer centric delivery
Clinical Center of Excellence: Establish and operate a Clinical Service Center of Excellence to:
Standardize clinical training, adoption and support services across the organization
Ensure a consistent experience for clinical solution users throughout the customer journey (sale through renewal)
Drive organizational awareness of clinical user demographics, preferences and needs
Capture and disseminate clinical best practices and success stories internally and externally
Support clinical marketing and selling based on customer proof points and developed best practices
Establish a clinical service roadmap including core, integrated services and value-add offerings
Serve as an executive clinical voice for customers, ensuring clinical feedback informs product roadmaps and service strategies
Financial & Operational Management: Own and manage the clinical services P&L, ensuring strong financial performance, operational efficiency, and scalable growth
Drive productivity, utilization, and margin improvement while maintaining high customer satisfaction and service quality
Develop forecasts, staffing plans, and investment cases aligned with business growth and clinical demand
Customer & Stakeholder Engagement: Act as an executive clinical partner to customers, supporting complex implementations, escalations, and strategic engagements
Collaborate closely with sales, account management, and customer success teams to support growth, retention, and expansion
Represent Optum’s clinical delivery capabilities in executive forums, customer meetings, and industry engagements