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The new Associate Director of Customer Service will oversee performance, relationships, and business operations within Specialty Care’s new Westerville, OH site location. This person will serve as the onsite leadership as we build this site from the ground up. Will also manage patient care operations providing leadership, guidance, and direction to 250 FTEs per our long term plan for 2019. This position will oversee performance, relationships, and within Specialty Care.
Providing continuous improvement leadership in order to meet the business needs and goals for delivering growth, increasing performance and elevating the customer experience. Responsibilities also include developing resources within the department to provide service, professional assistance and product support in order to improve Specialty Care service, Net Promoter Score, and profitability.Primary Responsibilities:
Direct operations to meet budget and other financial goals by providing short-term and long-range planning
Review operational performance reports in order to determine overall effectiveness, make necessary changes, identify opportunities
Provide effective leadership in developing business initiatives and implementing and evaluating the planned programs, analyze performance and variances and recommend and/or make necessary adjustments
Provide leadership to and accountability for the performance and direction through multiple layers of management and senior level professional staff, encourage the ongoing development and training of personnel, and facilitate resolution of issues between departments and across business units
Create strong and effective cross-functional collaborative partnerships with other internal departments in multiple disciplines to identify the operational impact of changes within defined solutions
Partner with applicable stakeholders to identify the operational impact of changes within defined solutions
Undergraduate degree or 4+ years of related experience
5+ years of operations/call center experience
5+ years of call center leadership experience leading 100+ advocatesPreferred Qualifications:
Experience working within the Specialty Pharmacy market
3+ years of customer experience including NPS
Understanding of call center operations, pharmacy benefit plan structures, pharmacy transaction processing, health care quality standards, HIPAA regulations and other regulations pertaining to Pharmacy Operations
UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 5, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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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.
Job Keywords: Associate Director Customer Service, customer service, pharmacy, Westerville, OH, Ohio