Service Delivery Manager - Collections

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Are you ready for that next career move in collections - to be a leader of a larger team? As the Manager, Medical Collections, you will be responsible for direction of the team to include overall overall operations and outcomes, process improvement, organizational issues and strategic plans and projects. You will collaborate, coach and mentor your supervisory team to ensure that they provide the support and direction necessary to achieve the financial and quality goals of the division. This function is responsible for insurance premium collections. Positions in this function contact customers to determine reason for payment delinquency. Negotiate and advise on collection of overdue bills and take appropriate action to recover overdue payments. Handles unresolved inquiries/issues. Responsible for developing, implementing, maintaining and managing organization policies on collection practices. May work with outside legal counsel and/or outside agencies in more complex collection cases.

Manage, supervise and accountable for the daily/weekly/monthly activities of multiple Supervisors, each of whom manage a team of 15 to 20 Medical Collections Representatives Set priorities for the team to ensure task completion and performance goals for the department are achieved Collaborate with other supervisors, managers, and departments to ensure the goals of the business are achieved Participate in the recruitment, training and staffing functions for the department to ensure the timely hiring of qualified new employees, that all employees are properly trained in all aspects of their roles and that staffing levels are adequate to meet the business demand Provide regular coaching and feedback to Supervisors well as completing annual performance reviews Identify, investigate and resolve operational problems using defined processes, expertise and judgment Provide expertise and support for escalated calls and/or situations from both internal and external customers as needed Consistently provide practical/relevant recommendations for improvements to process or practices and participates in the implementation Manages and is accountable for professional employees and/or supervisors Impact of work is most often at the local level Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Required Qualifications: Bachelor's Degree or high school diploma or GED and 10 years of equivalent working experience 3+ years of Supervisory experience with team of 10 or more in related field Business planning, project management and implementation experience Intermediate proficiency in Word, Excel and PowerPoint Knowledge of HR responsibilities and procedures Proficient problem solving approach to quickly assess current state and formulate recommendations Proficient conflict management skills to include ability to resolve