If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm) This position provides strategic leadership to the Medicare & Retirement Consumer Services organization by developing and executing industry leading member experience and compliance/regulatory adherence practices and service models. This role will drive efforts that are aligned with key constituents across organizations (CMS, ASI, Sales, Member Experience, Consumer Strategy, Marketing, Product, Stars) to enhance the overall member experience, improve customer satisfaction and loyalty, increase STAR/CAHPS ratings and ensure compliance with applicable regulatory policies. This role is accountable for a team of approximately 30 employees of varying tenure and skill level, located across multiple locations. Primary Responsibilities:Understand and anticipate the behaviors and needs of our members to help define, communicate, and implement an industry leading customer service value model.Collaborate with site leaders to develop strategies and tactics that simplify and improve the consumer experience and increase consumer and customer satisfaction and loyalty. Lead execution of programs to deliver award-winning results.Responsible for strategic leadership of the customer experience program, from service experience design through realization of expected benefits. This requires oversight of multiple and/or complex project plans to ensure that initiatives stay on course and are delivering benefits. Responsible for strategic leadership of the regulatory and STARS improvement program, from compliance with regulatory policies/procedures to service delivery actions that increase applicable STARS ratings.Responsible for analyzing CAHPS results and developing/executing strategies to deliver industry leading resultsDrive efforts to ensure consumer-oriented service delivery to key constituents across the organization (CMS, ASI, Providers, Member Experience, Consumer Strategy, Consumer Office, Consumers). Ensure alignment of UHC and Enterprise strategic initiatives and service delivery consistent with achieving overall strategic goals and objectives.Align with internal Compliance & Regulatory areas to ensure operational compliance with all applicable regulatory policies, coordinate operational audits, respond to requests for action plans, and facilitate focus on CMS plan finder ratings (star ratings).Conduct industry competitive and cross-industry analysis of consumer experience programs to ensure that M&R's consumer experience is leading in all key consumer areas. Work with Sales, Member Experience, Consumer Strategy, and other areas to evaluate program design, positioning and pricing.Organize and lead multi-departmental work teams to design and implement the evolving consumer experience service model.Responsible for delivering improvements in overall consumer satisfaction, STARS, and consumer level of effort results and overall internal consumer metrics (CEI).Work with Marketing to drive program initiatives to support member acquisition and retention effortsDrive cross-segment consumer experience initiatives that integrate a consumer-focused service modelHires, coaches and develops leaders. Monitors and holds managers accountable for communicating and following through on performance management in accordance to UHG policies and practicesRegularly leverages various communication channels, including one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication. Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand.
Required Qualifications:Bachelor's degree A minimum of 10 years of increasingly leadership experience, preferably in the health insurance industry or another highly regulated industry.5+ years of management experience and leading a staff Demonstrated ability to provide strong, dynamic leadership that mentors, develops and guides leaders and individual contributors.Strong analytical skills with ability to drive transformational, consumer-centric change and manage long-term programs required.Must be able to manage and work within a very fast-paced, quickly evolving organization and steer and track multiple, complex prioritiesExperience with strategic, consumer-centric initiative development and implementation, including operating policies and procedures, and work process improvements required.Strong verbal, written, interpersonal and presentation skills required. The proven ability to collaborate and influence internal and external business partners is essential.A proven track of building and fostering relationships at all levels of the organization and a track record of driving high employee engagement and lowering attrition required. Experience working in a highly regulated industry preferred Results-orientation along with proven process and project management skillsKnowledge and understanding of healthcare industry desired Preferred Qualifications:Master's degree or higherMinneapolis, MN office locationExperience within government healthcare space (I.e. Medicare, Medicaid)Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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.
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.