Director, Clinical Support Services

UnitedHealth Group•El Segundo, CA

2d•$112,700 - $193,200•Hybrid

About The Position

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together. Optum’s region is redefining health care with a focus on health equity, affordability, quality, and convenience. From California to Oregon and Washington we are focused on helping more than 2.5 million patients live healthier lives and helping the health system work better for everyone. At Optum West, we care. We care for our team members, our patients, and our communities. Join our culture of caring and make a positive and lasting impact on health care for millions. The Clinic Coordinator Operations Director is responsible for leading the central clinic operations team of supervisors and clinic coordinators across the market. In collaboration with the Clinical Support Services, Population Health, and Regional Clinical Teams, will support the implementation of centralized care coordination function responsible for visit preparation, patient outreach, quality, risk, and specialty care coordination. Will lead key initiatives to drive effective and efficient operations and partner with regional clinic operations and central support leadership to deliver improved patient, employee, and clinician experience through consistent application of standard processes and workflows. This role will be traveling to our various offices/clinics weekly throughout southern California and occasionally to northern California.

Requirements

High school diploma, GED, or higher OR equivalent experience
5+ years of experience managing and developing a high performing teams
Experience in ambulatory care delivery and clinical operations management
Lean training and process improvement experience
Intermediate to advanced experience in Microsoft Excel and PowerPoint
Proven excellent relationship-building and interpersonal skills
Proven excellent verbal and written communication skills
Driver’s License and access to reliable transportation

Nice To Haves

Bachelor’s degree and/or Master’s degree
Lean or six sigma certification
Experience with successfully managing budgets
Understanding of value-based care goals and incentives
5+ years of relevant experience in a care delivery organization
Proven analytical skills - ability to synthesize and draw insights from data relevant to the function
Proven excellent problem-solving skills with ability to flex approach as needed to accommodate regional differences
Patient-centric approach to resolving issues

Responsibilities

Monitor evolving regulatory and market trends in Risk Adjustment and HEDIS measures; translate insights into actionable strategies and cascade updates to Clinic Coordinators and Supervisory teams
Architect scalable, compliant workflows aligned with national standards and local market dynamics to achieve and exceed key performance indicators (KPIs), including ACE (Ambulatory Clinical Excellence) standard work protocols
Lead the design, delivery, and adoption of Clinic Coordinator workflows; foster a high-performance culture through coaching, professional development, and employee engagement initiatives
Develop and execute quarterly performance acceleration strategies (“Push for the Quarter”) to meet or exceed targeted outcomes
Oversee the development of dashboards and reporting tools; analyze operational data to identify trends, gaps, and opportunities, translating insights into strategic actions
Monitor deployment and effectiveness of workflows; manage resource allocation to maximize efficiency and ensure consistent regional support
Serve as a trusted advisor and partner to regional leadership; collaborate with clinic operations, medical leadership, and central departments to prioritize initiatives and resolve issues impacting care coordination and visit preparation
Develop and enforce policies and procedures that support operational integrity and HIPAA compliance, ensuring responsible stewardship of patient health information
Present performance updates to senior leadership; escalate critical issues with transparency and urgency to drive timely resolution
Partner with the People Team to design career pathways and development programs that attract, retain, and grow top talent across the CC function
Build leadership capability in newly appointed Supervisors, many of whom are first-time people leaders. Provide targeted coaching on inspiring teams, navigating difficult conversations, leading through change, and supporting frontline team members. Equip leaders to train and empower their teams while fostering a culture of accountability and resilience. Guide new Supervisors in establishing solid partnerships with senior market leaders, including SVPs, emphasizing strategic communication, follow-through, and outcome-driven collaboration. Focus on developing leaders who not only deliver results but also cultivate the organizational health and long-term strength of their teams