Capability Manager (Omnichannel, healthcare) | TELECOMMUTE

Capability Manager – Clinical Engagement Solutions, Omnichannel Communications Team

100% Telecommute

As a member of the Optum Rx Clinical Engagement Solutions team, the Capability Manager will play a key role in managing and optimizing member and provider communications across multiple channels. This role supports the strategic execution of omnichannel communications, ensuring compliance, operational excellence, and member/provider engagement.

Responsibilities:

• Oversight and management of omnichannel communications for both member and provider audiences (mail, fax, SMS, email, IVR, direct EMR messaging)
• Oversee daily monitoring and issue resolution across all communication channels
• Manage the deployment of client-driven and regulatory communication updates across all supported channels
• Partner with internal governance, legal, and compliance stakeholders to ensure all communications meet required standards and regulations
• Partner with technology teams, supporting enhancements to communication capabilities and platform improvements
• Manage relationships with multiple vendors to ensure quality, timeliness, and compliance

Ideal Background:

• The ideal candidate will bring deep experience in the print communications industry and demonstrate a strong understanding of digital channels such as email, SMS, and automated voice.
• They must have the ability to manage multiple complex projects, collaborate across teams and vendors, and thrive in a fast-paced, results-oriented environment.
• We are looking for a highly motivated, roll-up-your-sleeves self-starter with a passion for communications and a drive to deliver impactful solutions.

Required Qualifications:

• 5+ years of experience in omnichannel communication operations or related project management
• 3+ years of experience in healthcare, PBM, or regulated industries
• Demonstrated ability to be flexible and work with ambiguity; self-starter
• Strong background in print communications and production processes
• Experience with digital communication channels (email, SMS, etc.)
• Proven ability to manage multiple projects and priorities in a dynamic environment
• Proficient with MS Excel, PowerPoint, Word, Outlook, and Teams

Preferred Qualifications:

• Proficient in Adobe Acrobat Pro and In Design
• Familiarity with healthcare regulations (ex. CMS and State) and TCPA
• Experience managing financial requests and associated inputs (cost-benefits analysis, business case, etc…)
• Ability to solve complex problems and lead/facilitate meetings to achieve desired outcomes
• Excellent presentation, time management, organizational, prioritization, and communication skills
• Demonstrated success in vendor management and cross-functional collaboration