Senior Program Manager - OptumServe

UHG Columbia, MD

About the Job






As a direct report to the OptumServe Senior Vice President of Government Accounts, the Senior Program Manager for the Military Health System (MHS) Nurse Advice Line (NAL) program is a critical role for our organization.  







Provides TRICARE beneficiaries with health care advice or same-day appointments for urgent health problems






Eligible Military Health System beneficiaries worldwide





  • Provides access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week
  • Customer service and care coordination services to include provider located support
  • Specified military treatment facility appointment services
  • Urgent care referral submissions
  • Customized transfers to support the treatment facilities capability for eligible beneficiaries





U.S. Department of Defense, Defense Health Agency






The Nurse Advice Line helps callers make informed decisions about self-care at home or when to see a health care provider.  Nurse Advice Line registered nurses ask a series of questions about a caller’s specific health concern and advise the caller on when and how to seek care for an urgent problem or give instruction on self-care at home.  OptumServe provide technology and care coordination services.




The Senior Program Manager is responsible for the end to end leadership across all aspects of the global MHS NAL program to include:   seamless team leadership, program delivery, quality control, financial management, reporting and client satisfaction and experience.  


The person in this role will develop plans and timelines for program deliverables, performance metrics, trend analysis and identification of opportunities to improve efficiency, effectiveness and experience. They will effectively build relationships with DHA, as well as internal and vendor partners, in order to meet and exceed program goals.


The Senior Program Manager is ultimately responsible for the overall success of the program. Key responsibilities include the following:


  • Align the organization structure, talent, financials and operations to enable vision and strategy

  • Own end-to-end accountability for program delivery and fulfilling our promise to our customer and their customers

  • Partner with leaders and teams across the enterprise, as well as key vendors, to deliver program results

  • Lead matrixed, cross-functional teams to common solutions

  • Serve as primary point of contact to the government/program office and ensure optimal customer experience

  • Manage contract deliverables to include statement of work, terms and conditions, performance standards/KPI, and overall contract compliance

  • Mitigate risks and address program/project obstacles as needed

  • Proactively keep customer and OptumServe leadership informed of program performance and status through regular updates, reports and presentations

  • Manage program financials and profitability

  • Foster a culture of learning, accountability, integrity and collaboration

  • Ensure ongoing communications that enable all team members to understand how their role supports the mission and mobilize the team to support the shared vision

  • Lead, coach and mentor direct and indirect teams

  • Strengthen and deliver the internal and external brand







Required experiences:



  • 18 + years progressive project and program management experience, to include managing a healthcare call center or nurse triage program

  • Track record of success in leading delivery of large scale, complex federal programs and the corresponding knowledge of federal contracting requirements (i.e. CAS, FAR, FISMA, SCA)

  • Demonstrated financial acumen including strong financial controls

  • Ability to effectively lead through times of change and market challenges

  • Proven track record as a leader who can effectively build and inspire high performing teams and develop strong relationships within a multi-functional, complex organization  

  • Demonstrated history of getting results through influence vs. direct authority

  • Proven capability to drive quality results through setting clear goals, managing accountability and performance management for individuals and teams

  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86



Preferred experiences:


  • Previous work within the DoD community

  • Healthcare industry experiences





  • Bachelor’s degree is required

  • Master’s in Business Administration, Healthcare Administration or related graduate degree is preferred



Leadership competencies:



  • Inspires people to stretch for worthwhile goals; instills pride in excellence, service and a sense of purpose in belonging to an organization committed to delivering value to those we serve

  • Is decisive and determined; has the required drive and attention to detail to implement strategic plans and tenacity to follow through with those plans in the face of adversity

  • Demonstrates servant leadership attributes (empathy, listening, committed to growth of others, authenticity, driven by a sense of purpose and able to rally others around this purpose)

  • Professional image enhances the stature of the organization; has an impeccable reputation for integrity and credibility with the capacity to build trusting and cooperative partnerships

  • Demonstrated ability to listen to and inform personal opinion through the input and influence of others; takes a firm stand when a decision is made

  • Influences and negotiates; communicates a clear and compelling vision; builds a broad base of support among key decision makers; uses personal credibility to achieve organizational impact

  • Master communicator with the ability to build consensus and communicate outcomes and value gained from decision; ability to mobilize people toward a shared vision

  • Demonstrated ability to communicate effectively and efficiently at multiple levels of large, complex organizations, both within the government arena and internal to the enterprise



Optum, a part of the UnitedHealth Group family of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data and people to create novel health care solutions and services across the globe. OptumServe is following suit by creating and delivering care that meets the health needs of active duty service members, veterans and their families. We're partnering with federal and state government agencies to meet the readiness and health needs of active duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth, OptumServe is the right place to do your life's best work.SM




Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.