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Associate Director, Customer Service - Harlingen, TX

Company: UnitedHealth Group
Location: Harlingen
Posted on: April 5, 2021

Job Description:

Requisition Number: 915198 Career Area: --Customer Service and Claims Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM 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) Responsible for the management of all aspects of a Medicare and Retirement Service Center and for resolving issues that may negatively impact the service and/or financial results. This position will be located in Harlingen and will be responsible for leading a large-scale service center team (400- 500 employees) located in Harlingen, Texas. This role will drive center-specific initiatives (i.e., attendance, retention, improved customer service, motivation of staff), as well as other national initiatives or projects. Primary Responsibilities: --

  • Accountable for overall operational performance and is accountable for all results at site and is expected to lead remediation when necessary
  • Understand and align with Medicare & Retirement Operations strategic vision and executional priorities. Collaborate with the Vice President, peers and business partners and drive at the site, contract and platform level
  • Proactively monitor operational performance. Initiate and drive appropriate change in processes, tools and capabilities that increase operational efficiency and effectiveness while concurrently improving the consumer experience and complying with regulatory requirements
  • Achieve key performance metrics, including consumer satisfaction, quality, compliance, employee engagement and financial objectives. Responsibilities include delivering operational performance consistent with contractual obligations and performance guarantees
  • Support Medicare & Retirement's compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model
  • Communicates and reinforces a clear set of objectives and performance expectations ensuring linkage to UHC's mission, strategy, and business plans. Ensure that all changes are properly planned for and implemented without disrupting service
  • Enable site to meet and exceed performance objectives and provide differentiated customer service experience. Foster a climate for superior customer service. Responsible for customer satisfaction, administrative cost and quality management to ensure metrics and goals are met
  • Directs overall operations, determine performance objectives / metrics and define tools to measure progress and ensure consistent achievement of business objectives. Present timely, accurate and complete business plans, reports, and presentations
  • Services duties of Site Mayor responsibilities for this location
  • Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the consumerism strategy
  • Lead and develop a high-performance, consumer-centric management team and workforce. Inspire and motivate employees to deliver compassionate, efficient, and effective service. Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement
  • Develop, motivate and retain employees and drive employee engagement and retention initiatives. Help to further strengthen and inspire high-performing business managers
  • Holds all leaders accountable to application and use of Our United Culture concepts and tools You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications:
    • 7+ years of increasingly responsible leadership experience in consumer-centric call center operations
    • 3+ years of experience managing in a large (100+) call center, contact center or claims environment
    • Experience with performance measurements of customer satisfaction i.e. NPS or other type of survey
    • Demonstrated analytical skills and the proven ability to identify and remediate operational performance issues
    • Demonstrated solid verbal, written, presentation and interpersonal communication skills
    • Proven problem-solving skills and the ability to collaborate and influence at all levels of the organization
    • Demonstrated leadership shadow and a track record of building and leading a high-performance workforce and a leadership team that energized by coaching, developing and engaging a dynamic and diverse workforce
    • Demonstrated organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization
    • Experience with strategic, consumer-centric initiative development and implementation, including operating policies and procedures, and work process improvements
    • Knowledge of Human Resource policies and procedures
    • Proven track of building and fostering relationships at all levels of the organization
    • Experience in budgeting/finance/cost accounting
    • Able to travel 10% of the time
    • Located in Harlingen, TX
    • You will be asked to perform this role in an office setting or other company location
    • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained Preferred Qualifications:
      • Bachelor's Degree or higher
      • Call center experience in health insurance industry or another highly regulated industry
      • Excellent time and resource management skills
      • Demonstrated ability to provide solid, dynamic leadership that mentors, develops and guides leaders and individual contributors
      • A successful track record of developing and maintaining an effective organization of accountability including efficient staffing, workflow patterns, performance standards, delineation of duties and responsibilities in managing a large and geographically dispersed call center operation
      • Solid analytical skills with ability to drive transformational, consumer-centric change and manage long-term programs
      • Strong verbal, written, interpersonal and presentation skills. The proven ability to collaborate and influence internal and external business partners is essential Careers with UnitedHealthcare. --Let's talk about opportunity. Start with a Fortune 7 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. Business Segment UHC Benefit Ops - Gov't Ops Here at UnitedHealth Group, we've adjusted the way we work as a result of COVID-19. At this moment, 90% of our non-clinical staff is working from home around the globe, prior to COVID-19 42% of our non-clinical staff was already working from home. Th--- Ready to apply? That's great! Or maybe you've applied a few times and clicked on this blog out of frustration. Whatever the reason, we're glad you're here. Let's get down to the nitty gritty and give you the information you're looking for. We've put --- A Pharmacy Technician career at UnitedHealth Group can be challenging, yet very rewarding at the same time. Our Pharmacy Technicians aren't just clerks and cashiers. At UnitedHealth Group, they work in a fast-paced environment directly with patients --- UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-800-561-0861 and press or say 1 for Applicant to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday. UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc. 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.

Keywords: UnitedHealth Group, Harlingen , Associate Director, Customer Service - Harlingen, TX, Executive , Harlingen, Texas

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