Senior Clinical Director, ECRS - Remote

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to startCaring. Connecting. Growing togetherThe Employer Concierge Referral Service (ECRS) is UnitedHealthcare's premier, physician‐led concierge referral program serving large employer clients – including 40% of the Fortune 100 and 69% 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% client satisfaction rating and a 100% 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.You'll enjoy the flexibility to work remotely from anywhere within the U.S. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.Primary ResponsibilitiesInstitutional Partner Development & Relationship ManagementIdentify, evaluate, and onboard new health system partners to expand the ECRS network in alignment with client geography and clinical specialty needsAlongside 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 documentationCollaborate with the Network team to formalize partnership agreements and access protocols that support expedited member schedulingRepresent ECRS in health system partner annual reviews and performance discussions; identify and resolve friction points that impact referral throughput or member experienceTop Specialist Engagement & Expert Network CultivationEstablish and maintain direct relationships with leading specialists and department chairs across ECRS partner health systems, with a focus on high‐volume 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 placementEngage 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 partnersMonitor specialist availability and scheduling trends; proactively identify gaps in specialty coverage and recommend network additions to the CMOReferral Workflow Efficiency & ScalabilityDesign, implement, and continuously improve internal clinical and operational workflows to support efficient, high‐quality referral execution as ECRS scales across Enterprise and National Account clientsDevelop and maintain standardized referral intake protocols, clinical summary templates, and documentation standards for use by Nurse Care Coordinators (NCCs) and Medical DirectorsCollaborate 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 membersMonitor referral cycle times and scheduling velocity; establish and track KPIs with the Operations team to identify bottlenecks and drive continuous improvementCollaborate 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 integritySales & Account Management PartnershipPartner with UHC Vice Presidents of Client Relationships (VPCRs) and Account Executives (AEs) to present ECRS capabilities and value to prospective and existing clientsParticipate in finalist presentations, client onboarding sessions, and benefits strategy meetings, representing the clinical depth and operational rigor of ECRSSupport retention and expansion efforts by providing clinical insights, case outcomes data, and program narrative for Enterprise Strategic, National, and Key Account clientsContribute clinical content to ECRS marketing materials, client reports, and RFP responses developed in coordination with the Marketing and Business Development teamsEnterprise, National & Key Account Clinical LiaisonAlongside the CMO, serve as a designated clinical point of contact for ECRS referral requests from Enterprise, National Account, and Key Account clientsTriage and coordinate complex or urgent referral cases, ensuring members receive timely outreach and that the appropriate Medical Director and NCC are engaged promptlyMaintain awareness of each assigned client's benefit structure, employee demographics, and clinical utilization patterns to inform proactive outreach and referral readinessProvide white‐glove support to CHROs, Benefits Directors, and their designees in navigating the ECRS engagement processNurse Care Coordinator (NCC) Leadership & Clinical OversightProvide 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 teamSupport onboarding and competency development for new NCCs, including orientation to the RIDB, ECRS workflows, and Salesforce documentation requirementsFoster a culture of clinical excellence, member advocacy, and continuous improvement within the nursing teamMember Experience & Care ManagementCollaborate with Care Managers and NCCs to enrich the member experience at every stage of the ECRS journey – from initial request through post‐visit follow‐upIdentify 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 planningReview member touch‐point survey results and implement operational or clinical improvements in response to feedbackPartner with the Social Work and Behavioral Health support resources to ensure holistic care planning for members with complex psychosocial needsQuality Assurance & Clinical ComplianceParticipate in ECRS quality assurance reviews, including case audits, member outcome tracking, and referral accuracy assessmentsLead or co‐lead quality improvement initiatives targeting referral appropriateness, documentation completeness, and partner scheduling timelinessEnsure all clinical workflows comply with applicable regulatory standards, HIPAA requirements, and UHC internal policiesContribute to the development of ECRS clinical policies, procedures, and program documentation in partnership with the CMO and Legal/Compliance teamsPrepare and present quality metrics for senior leadership and Annual Performance Reporting reviewsStrategic Planning & Program DevelopmentServe 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 enhancementsSupport 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 scopeRepresent ECRS in cross‐functional UHC internal partnerships including Medical Affairs, Network, Pharmacy, Behavioral Health, UnitedHealthcare Global, and the Family Engagement CenterMonitor industry trends in concierge medicine, center‐of‐excellence referral models, and employer health strategy to inform ECRS program evolutionRequired QualificationsActive Registered Nurse (RN) licensure in good standing8+ years of progressive clinical experience, including demonstrated leadership rolesSignificant experience working within or alongside health systems, IDNs, or academic medical centersExperience designing and implementing clinical workflows in complex, multi‐stakeholder environmentsSolid clinical knowledge across oncology, cardiology, orthopedics, and complex/rare disease – with ability to engage credibly with specialist physiciansProficiency with CRM tools (Salesforce preferred) and clinical documentation systemsProven ability to build and sustain clinical and institutional relationships at the department chair / executive levelProven outstanding verbal and written communication skills; executive presence and comfort presenting to C‐suite audiencesPreferred QualificationsCertification in Case Management (CCM), Healthcare Quality (CPHQ), or related credentialExperience with HEDIS, STARS, or value‐based care quality programsExperience in a concierge medicine, executive health, or center‐of‐excellence referral settingFamiliarity with self‐insured employer benefit structures and ERISA frameworksProven background in managed care, employer benefits, or health plan operationsCore CompetenciesClinical JudgmentAccurately assesses member needs and referral complexity; engages appropriate resources with confidenceRelationship IntelligenceBuilds trust‐based partnerships with health system leaders, specialists, and client stakeholdersOperational AcumenTranslates clinical intent into scalable, measurable workflows with clear accountabilityExecutive CommunicationPresents complex clinical information clearly to non‐clinical audiences; represents ECRS with authorityMember AdvocacyMaintains unwavering focus on the member experience in every operational decisionCollaborative LeadershipInfluences cross‐functional teams and partners without direct authorityQuality OrientationProactively identifies quality gaps and leads improvement initiatives with rigorStrategic ThinkingAnticipates program growth needs and positions clinical operations to support scalePay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. The salary for this role will range from $159,300 to $273,200 annually for full‐time employment. In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and a 401(k) contribution plan (all benefits are subject to eligibility requirements). We comply with all minimum wage laws as applicable.UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.UnitedHealth Group is a drug‐free workplace. Candidates are required to pass a drug test before beginning employment.#J-18808-Ljbffr