Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Vice President, Client Service Operations will be responsible for managing the end-to-end consumer service experience for a strategic client, leading a team of 400-600 employees, and ensuring operational performance aligns with client commitments and expectations.
Responsibilities
- Owns strategy and execution of overall operational performance and service delivery for top Enterprise relationships (worth more than $800M in annual revenue)
- Establishes and ensures Enterprise performance with key partners across Optum Health, UHC and UHG Leadership to ensure overall quality, satisfaction and experience for these strategic clients and their employees
- Drives program innovation to deliver both better experiences and support to employees/members while generating improved client affordability and cost savings
- Understands and aligns with Optum Health and UHC strategic vision and executional priorities and drives at the site and platform level
- Serves as primary point of contact for Strategic Client(s), including but not limited to audits, site visits, Monthly Business Reviews, call listening, strategic planning sessions, etc
- Provides updates on client strategies, performance and remediation activities to Optum CEO and UHC Employer & Individual CEO (and leadership teams)
- Proactively drives and achieves operational performance metrics including consumer satisfaction, NPS, compliance, employee engagement and financial objectives; collaborate with employees and business partners to identify and remediate root cause of degradation of performance
- Accountable for hiring, on-boarding, training, developing, engaging and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers
- Establishes and maintains relationships with peers, business partners and key stakeholders; constructively communicates issues and opportunities to improve processes or operational effectiveness; holds business partners accountable in a respectful manner
- Participates in cross-functional project teams that ultimately improve the member experience
- Consistently casts a solid, positive leadership shadow and regularly leverages various communication channels, including town halls, one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication and to inspire employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
- Proactively monitors operational performance; initiate and drive appropriate changes in process, tools and capabilities that increase effectiveness while improving the consumer experience
- Direct 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
Skills
- 10+ years of increasingly responsible leadership experience in consumer-centric call center operations
- 5+ years of experience managing in a large (200+) call center, contact center or claims environment
- 5+ years of prior experience managing a team of 200+
- Deep understanding of health insurance / commercial benefits-ideally having worked at a large payer
- Ability to manage stakeholder expectations and deliver on client expectations
- Proven track record of building and fostering internal relationships to effectively collaborate across all levels of the organization
- Proven track record leveraging technology and innovation to drive positive transformation within team, operations and business
- Member centric; sees situations from the member experience lens to positively impacting NPS and NPS-like measures
- Ability to drive organizational transformation and change while maintaining/improving member and employee experience
- Excellent communications skills across Executives, Customers and internal teams - including setting and explaining organization-wide strategy, objectives and rationale
- Expert level of proficiency working in a fast-paced matrix organization/environment with an enterprise focus, managing significant competing priorities across stakeholders
- Proven verbal, written, presentation and interpersonal communication skills
- Proven analytical skills and the proven ability to identify and remediate operational performance issues
- Proven problem-solving skills and the ability to collaborate and influence at all levels of the organization
- Leadership shadow with a track record of building and leading a high-performance workforce through a leadership team that energized by coaching, developing and engaging a dynamic and diverse workforce
- Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization
- Staff planning and workforce management skills
- Proven time and resource management skills
- Comfort and ability to travel at up to 25%
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to work remotely * from anywhere within the U.S.
- For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
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