Associate Director for Clinical Operations

1 week ago

Pasig, National Capital Region, Philippines Optum Full time $90,000 - $120,000 per year

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff. Work most often impacts a large business unit, or multiple markets/sites.

Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites. Directs others to resolve business problems that affect multiple functions or disciplines. Product, service or process decisions are most likely to impact multiple functions and/or customer accounts (internal or external).

Manage Employee Assistance Programs (EAP) or Mental Health Programs as an account. Lead a team of counselors or psychologists, ensuring effective support and guidance. Provide certified psychological counseling or coaching services.

Additional Scope and Guidelines:Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, massmailings, call directing/rerouting, weather emergencies). Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis). Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.

Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed. Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers. Maintain ongoing communications with callers during the resolution process to communicate updates and progress.

Required Qualifications:Minimum of 12+ years leadership experience in healthcare, emotional wellness, or in a patient-facing field of work. Proven experience in handling EAP or Mental Health Programs. Demonstrated ability to manage and lead a team of mental health professionals.

Certification as a psychological counselor or coach. Proven ability to lead a large team of at least 500 FTEs, preferably in contact center voice operations. Proficient in MS Office, with advanced skills in Excel and PowerPoint.

Willing to work onsite on rotating US shift schedules. Strong facilitation and organizational development skills. Ability to plan, organize, and respond flexibly to shifting priorities and multiple clients.

Proven time and resource management skills.

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