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San Antonio, Texas
United States
Customer Service
Position type:
Full Time
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Associate Director Customer Service - San Antonio, TX

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 will be responsible for assisting with all leadership aspects of the Specialty Benefits call center in San Antonio, TX consisting of 400+ call center agents focused on supporting our Dental and Vision members, providers, brokers and employees.  Along with leading the daily operations of the site, this position is responsible for driving outstanding customer and employee experiences while maintaining financial and operational objectives. The incumbent will partner with senior leaders and business partners to develop a comprehensive service delivery strategy while supporting national initiatives and projects.  This position will report to the Director of Specialty Benefits and be located in San Antonio, TX.      Primary Responsibilities:      Understand and align with line of business and UHC Operations strategic vision and executional priorities and drive at the site and platform level    Inspire and motivate employees to deliver compassionate, efficient and effective service. Foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering on our operational objectives    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   Drive strategy for NPS Proactively monitor operational performance.  Initiate and drive appropriate change in process, tools and capabilities that increase effectiveness while improving the consumer experience     Establish and maintain 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. Constructively escalates issues in a timely, diplomatic and fact-based manner    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     Collaborates with employees and business partners to identify and remediate performance gaps that impact the consumer experience     Accountable for hiring, on-boarding, developing, engaging, retaining and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers     Lead, develop and retain a high performing, consumer-centric management team    Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming and employee development     Lead large change initiatives that ultimately improve the member experience. Ensure that all changes are properly planned for and implemented without disrupting service  Required Qualifications: 8+ years operations or  program management experience 3+ years of experience managing in a large (100+) call center, contact center or claims environment Ability to lead and drive change through influence at all levels of the organization by facilitating and enhancing performance within a cross-functional environment Demonstrated analytical skills and the proven ability to identify and remediate operational performance issues Experience with financial reports, modeling exercises, interpreting and communicating operating and financial information A strong leadership shadow and a track record of building and leading a high-performance workforce and a leadership team that is energized by coaching, developing and engaging a dynamic and diverse workforce Strong organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization is essential Preferred Qualifications: Bachelor’s degree or advanced degree Experience working in the health insurance industry or a highly regulated industry 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.

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