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) The Associate Director of Customer Service and Operations will be located in on of our central region sites (Irving, TX, Sugar Land, TX, Davenport, IA, or Westerville, OH) and be responsible for Community and State, Consumer Services in all of those sites. Site responsibilities include working with direct reports (Business Managers) to lead call staff providing member service to our Community & State and DSNP programs. Responsibilities may include dotted line oversight of other operational functions as well as virtual management of call operations outside of the region as assigned. This position will build relationships internally with UHC's Community & State partners and externally with Health Plans around changes in service delivery performance across several locations. This position will be involved with the implementation of changes including; system migrations, new product rollouts, service modifications as well as other initiatives or projects and will work closely with senior leaders and business unit leaders to provide service center and provider operations expertise. This position reports to the VP, Call Center Operations and will focus on execution of tactical and strategic plans within a fast paced, rapidly expanding environment. In addition to managing the call center function, this role will lead complex projects and initiatives, in support of Community & State enterprise business plan.Primary Responsibilities:Lead site(s) to meet operational and financial objectivesTranslate strategic vision into performance objectives and ensure employees understand how their work impacts organizational successEnsure compliance with all applicable laws, regulations, and policiesBuild and maintain excellent relationships internally and externallyCreate a culture of compassion to promote advocacy, provide superior service, and help people live healthier livesDeliver on cost and service metrics to positively impact profitability and position in the marketplaceAnalyze performance data, collaborate with internal partners, and utilize benchmarking to proactively identify and implement process improvements in local sites and across the service organizationCommunicate within and across the call centers to keep staffed informed and encourage open, honest two-way communicationIdentify, develop, motivate, recognize, and retain a talented, high performing teamLead all site Human Capital initiatives (staffing, retention, performance management, employee relations, employee and leadership development, compensation planning) resulting in achievement of employee engagement, retention, and development goals
Required Qualifications:BS/BA in business or related field or equivalent experience5+ years of operations, industry, program management, or equivalent experience3+ years of experience managing a larger call center, contact center or claims environmentDemonstrated success implementing process improvements that drive performance and efficiencyAbility to build relationships, communicate and network effectively to influence without authorityExcellent Interpersonal skills to drive change, innovation, and cultural transformationAbility to communicate for impact whether written or verbal, including excellent presentation skillsStrong, independent decision-making ability, problem solving and analytical skill Strong PC skills (e.g., Word, Excel, PowerPoint)Knowledge of Human Resource policies and proceduresAbility to travel up to 25%Preferred Qualifications:Experience in workforce management, including utilization of workforce management tools and processesExperience in managing complex projects and balance multiple priorities using disciplined tools and techniquesExperience with financial reports, modeling exercises, and disciplined cost managementCareers 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.