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Operations Center Lead - Baltimore, MD

UnitedHealth Group

Baltimore, MD
Job Code:
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Job Details

228815 Operations Center Lead Baltimore MD

Operations Center Lead - Baltimore, MD (228815)

Position Description

Responsible for establishing and supporting a New Medicare Card Operations Center. This resource will need a strong background in Operations, leading enhanced triage and communications, consolidating and analyzing integration problems, and providing recommendations for problems identified by the Operations Center. This new resource will need to be able to help articulate New Medicare Card Program goals and objectives as well as delineate current and future state of the operational landscape. This resource will be responsible for maintaining the Concept of Operations. This resource will lead a team to stand up and operate the New Medicare Card Project Operations Center.
Required Qualifications:
  • Experience in Incident management, Problem Management, and Change Management
  • Act as the task lead and serve as the point-of-contact with the Federal clients, engaging multiple "owners" and keeping up demanding requirements
  • Ability to demonstrate leadership,  provide flexible, creative solutions, and to perform  in a challenging, fast paced environment working directly with the CMS client
  • Utilize trouble ticketing systems and perform research, analysis and isolation of critical incidents to include additional research and/or triage and root cause analysis
  • Identify solutions and/or improvements to problems/processes/workflow along with issue categorization and prioritization
  • Excellent communication (written and verbal) skills and interpersonal/customer service soft skills with increased focus on attention to detail
  • Familiarity with Medicare and Medicaid requirements
  • Strong documentation skills through the use of Microsoft Office products – Word, PowerPoint, Excel, Visio, etc.
  • Ensure that approved solutions and artifacts are captured in applicable repository, SharePoint or any Tools as directed by the project
Required Qualifications:
  • 7+ years of post-collegiate work experience in the IT field
  • 5+ years of experience in Operations Center systems development life-cycle, systems engineering & architecture, enterprise application integration, etc.
  • 2+ years of experience managing and leading a team including remote team members
  • Professional experience developing and delivering presentations on solution and business case/value to senior level IT executives
  • Aggressive, self-directed style.
  • Knowledge of Federal Government contracting
  • Excellent facilitation, influencing and negotiation skills
  • Ability to facilitate and lead data solution design, architecture & delivery planning activities
  • Work independently with minimal supervision, using initiative to anticipate needs in areas of responsibility
  • Excellent oral and written communication skills including facilitation, influencing and negotiation

Preferred Qualifications:

  • Federal Healthcare Experience (e.g., HHS, CMS, VA, DHA)
  • Concept of Operations, High Availability and COOP Design and Implementation
  • Knowledge of Security and PII concerns in the Federal IT arena, FIPS interpretation and compliance


  • Presentation Skills
  • Negotiation/Salesmanship/Influencing/Persuasion
  • Provide work direction or indirectly managed employees
  • Utilization Reporting and Metrics
  • Business Process Definition
  • Technical Writing
  • Meetings/Agendas/Minutes
  • Knowledge of SDLC
  • Knowledge of other disciplines (PM, QA, BA, developer)
  • Microsoft Outlook
  • Microsoft Visio
  • System Design Life Cycle
  • Business Requirements Definition
  • Infrastructure Project Management
  • System Design
  • Performance Testing
  • Active Listening
  • Microsoft Office Suite

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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.





















Job Details

  • Contest Number228815
  • Job TitleOperations Center Lead - Baltimore, MD
  • Job FamilyInformation Technology
  • Business SegmentOptum Government Solutions

Job Location Information

  • Baltimore, MD
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • Schedule
  • Job LevelManager
  • Shift
  • Travel
  • Telecommuter Position
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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