Senior Clinical Director, ECRS - Remote

UnitedHealth Group•Minnetonka, MN

8h•Remote

About The Position

The Employer Concierge Referral Service® (ECRS) is UnitedHealthcare's premier, physician-led concierge referral program serving large employer clients — including 40%25 of the Fortune 100 and 69%25 of the Fortune 500. Through a curated network of 45+ elite health system partners powered by the Referral Institute Database® (RIDB®), ECRS provides members with expedited, personalized access to top specialists and centers of excellence based on their individual clinical needs. The program maintains a 100%25 client satisfaction rating and 100%25 Net Promoter Score from members, year over year. The Senior Clinical Director (ECRS) is a newly created senior leadership role designed to scale ECRS's white-glove clinical model while preserving the exceptional quality and member experience that defines the program. The Senior Clinical Director (ECRS)) serves as the senior nursing and clinical operations executive within ECRS, reporting directly to the Chief Medical Officer. Working in close partnership with the CMO, the Senior Clinical Director is responsible for cultivating and sustaining ECRS's institutional and specialist relationships, driving operational efficiency at scale, and ensuring the clinical integrity and member experience quality that ECRS is known for. The Senior Clinical Director serves as a primary clinical liaison to Enterprise, National, and Key Account clients alongside the CMO, and represents ECRS in partnership with UHC Vice Presidents of Client Relationships (VPCRs) and Account Executives (AEs).

Requirements

Active Registered Nurse (RN) licensure in good standing
8+ years of progressive clinical experience, including demonstrated leadership roles
Significant experience working within or alongside health systems, IDNs, or academic medical centers
Experience designing and implementing clinical workflows in complex, multi-stakeholder environments
Solid clinical knowledge across oncology, cardiology, orthopedics, and complex/rare disease — with ability to engage credibly with specialist physicians
Proficiency with CRM tools (Salesforce preferred) and clinical documentation systems
Proven ability to build and sustain clinical and institutional relationships at the department chair / executive level
Proven outstanding verbal and written communication skills; executive presence and comfort presenting to C-suite audiences
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Candidates are required to pass a drug test before beginning employment.

Nice To Haves

Certification in Case Management (CCM), Healthcare Quality (CPHQ), or related credential
Experience with HEDIS, STARS, or value-based care quality programs
Experience in a concierge medicine, executive health, or center-of-excellence referral setting
Familiarity with self-insured employer benefit structures and ERISA frameworks
Proven background in managed care, employer benefits, or health plan operations

Responsibilities

Identify, evaluate, and onboard new health system partners to expand the ECRS network in alignment with client geography and clinical specialty needs
Alongside the CMO, serve as a primary relationship steward for existing health system partners, maintaining regular touchpoints to ensure operational alignment and high partner satisfaction (NPS target: 80+)
Develop and maintain tailored health system partner profiles within the Referral Institute Database® (RIDB®), ensuring data accuracy, specialty currency, and scheduling protocol documentation
Collaborate with the Network team to formalize partnership agreements and access protocols that support expedited member scheduling
Represent ECRS in health system partner annual reviews and performance discussions; identify and resolve friction points that impact referral throughput or member experience
Establish and maintain direct relationships with leading specialists and department chairs across ECRS partner health systems, with a focus on high-volume ECRS referral categories (oncology, cardiology, orthopedics, behavioral health, and rare/complex disease)
Build and maintain a curated directory of preferred specialist contacts — including direct lines, scheduling preferences, and case intake protocols — to enable rapid, high-confidence referral placement
Engage in regular clinical case reviews with Medical Directors to facilitate seamless coordination across the member journey — from referral placement through post-visit follow-up — ensuring continuity of care, consistency of communication, and an exceptional experience for both members and referral partners
Monitor specialist availability and scheduling trends; proactively identify gaps in specialty coverage and recommend network additions to the CMO
Design, implement, and continuously improve internal clinical and operational workflows to support efficient, high-quality referral execution as ECRS scales across Enterprise and National Account clients
Develop and maintain standardized referral intake protocols, clinical summary templates, and documentation standards for use by Nurse Care Coordinators (NCCs) and Medical Directors
Collaborate with health system partners to establish joint operational workflows — including scheduling handoff processes, records transmission protocols, and follow-up communication standards — that reduce time-to-appointment and minimize friction for members
Monitor referral cycle times and scheduling velocity; establish and track KPIs with the Operations team to identify bottlenecks and drive continuous improvement
Collaborate with the Salesforce platform team to identify, prioritize, and implement workflow enhancements, documentation improvements, and engagement tracking refinements within the ECRS App that support operational efficiency and data integrity
Partner with UHC Vice Presidents of Client Relationships (VPCRs) and Account Executives (AEs) to present ECRS capabilities and value to prospective and existing clients
Participate in finalist presentations, client onboarding sessions, and benefits strategy meetings, representing the clinical depth and operational rigor of ECRS
Support retention and expansion efforts by providing clinical insights, case outcomes data, and program narrative for Enterprise Strategic, National, and Key Account clients
Contribute clinical content to ECRS marketing materials, client reports, and RFP responses developed in coordination with the Marketing and Business Development teams
Alongside the CMO, serve as a designated clinical point of contact for ECRS referral requests from Enterprise, National Account, and Key Account clients
Triage and coordinate complex or urgent referral cases, ensuring members receive timely outreach and that the appropriate Medical Director and NCC are engaged promptly
Maintain awareness of each assigned client's benefit structure, employee demographics, and clinical utilization patterns to inform proactive outreach and referral readiness
Provide white-glove support to CHROs, Benefits Directors, and their designees in navigating the ECRS engagement process
Provide clinical oversight, mentorship, and professional development guidance to the ECRS Nurse Care Coordinator team (oncology, case management, and transplant specialties)
Establish and maintain clinical practice standards, documentation expectations, and member communication protocols for the NCC team
Support onboarding and competency development for new NCCs, including orientation to the RIDB®, ECRS workflows, and Salesforce documentation requirements
Foster a culture of clinical excellence, member advocacy, and continuous improvement within the nursing team
Collaborate with Care Managers and NCCs to enrich the member experience at every stage of the ECRS journey — from initial request through post-visit follow-up
Identify opportunities to proactively address member needs, including coordination of travel logistics, care navigation support, communication to the member's local treating physician, and post-referral continuity planning
Review member touch-point survey results and implement operational or clinical improvements in response to feedback
Partner with the Social Work and Behavioral Health support resources to ensure holistic care planning for members with complex psychosocial needs
Participate in ECRS quality assurance reviews, including case audits, member outcome tracking, and referral accuracy assessments
Lead or co-lead quality improvement initiatives targeting referral appropriateness, documentation completeness, and partner scheduling timeliness
Ensure all clinical workflows comply with applicable regulatory standards, HIPAA requirements, and UHC internal policies
Contribute to the development of ECRS clinical policies, procedures, and program documentation in partnership with the CMO and Legal/Compliance teams
Prepare and present quality metrics for senior leadership and Annual Performance Reporting reviews
Serve as a key contributor to ECRS's annual business planning process, providing clinical and operational perspectives on growth targets, health system expansion priorities, and service capability enhancements
Support the evaluation and onboarding of new service lines or specialty areas (e.g., behavioral health, rare disease, post-acute care) as ECRS expands its clinical scope
Represent ECRS in cross-functional UHC internal partnerships including Medical Affairs, Network, Pharmacy, Behavioral Health, UnitedHealthcare Global, and the Family Engagement Center
Monitor industry trends in concierge medicine, center-of-excellence referral models, and employer health strategy to inform ECRS program evolution