Care Help Desk Director: AI-Driven Health IT Excellence

UnitedHealth Group; Makati; On-site; PHP 7,538,000 - 11,307,000; Full time

Job summary

UnitedHealth Group, through Optum Health, seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners. The leader will drive reliable and compassionate technology support that protects patient-care continuity and improves provider experience.

The role focuses on strategic leadership, stakeholder partnerships, and transforming service delivery through people, process, technology, automation, and

Qualifications

• Bachelor's degree in information technology, business, healthcare administration, or a related field, or equivalent professional experience.
• Progressive leadership experience in enterprise service desk, technical support, Information security, ITSM practices, and healthcare technology support.

Responsibilities

• Provide end-to-end leadership for Care Help Desk operations across voice, chat, web, and other channels.
• Ensure timely, effective support for clinicians and care teams, protecting patient-care continuity.
• Lead a large, multi-layered organization with directors, managers and frontline leaders; set objectives and accountability.
• Establish workforce plans, staffing models, schedules, cross-training, and surge strategies.

Skills

Leadership

ITSM

AI in support

Stakeholder management

Executive communication

Education

Bachelor's degree in IT/business/healthcare

Tools

ServiceNow

Job description

UnitedHealth Group, through Optum Health, seeks an experienced Care Help Desk Director to lead a high-volume, enterprise support organization serving clinicians, care delivery teams, and business partners. The leader will drive reliable and compassionate technology support that protects patient-care continuity and improves provider experience.

The role focuses on strategic leadership, stakeholder partnerships, and transforming service delivery through people, process, technology, automation, and