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Job Details

UnitedHealth Group

Associate Director - Customer Service - Telecommute (107490053)

Customer Service

Customer Service



Downers Grove, Illinois, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The Associate Director, Contact Center is responsible for leading, planning, organizing, coordinating, and supporting the training and implementation of programs and processes designed to build and improve customer service, patient experience within our contact centers at Optum Insight Provider.. This includes both front-end scheduling as well as back-end customer service. Associate Director, Contact Center will join our team in a fully telecommuter environment. This is a 40-hour Monday through Friday position with primary hours between 8:00am-5:00pm. Some flexibility by client time zone or occasional travel may be required.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

  • Actively engage leadership and staff at all levels to enhance the patient, staff and client service experience
  • Collaborate with client leadership to foster an environment that supports high levels of patient, staff and provider engagement in improving patient experience
  • Ensure client expectations are met through continuous monitoring of key performance indicators
  • Develop, maintain, and test business continuity plans
  • Facilitate effective training in patient service strategies and behaviors to insure a culture of patient satisfaction
  • Focus on process improvement opportunities to drive continuous efficiency opportunities
  • Coordinate Patient Satisfaction recognition programs and complaint management programs
  • Maintain professional composure, decorum and consistently projects a positive attitude
  • Develop talent pipeline through focus on agent and leader development
  • Design presentations for clients and internal leaders, including presenting in front of groups on Teams/Video
  • Comprehend and analyze survey data and patient feedback and serve as a liaison to assist in patient service recovery and resolution process and promote optimal patient outcomes
  • Provide leadership and guidance as a patient liaison and clinic staff
  • Promote the importance of service resolution and recovery with a high sense of urgency
  • Works collaboratively with Senior Management to develop strategic patient perception initiatives to support clinical initiatives in meeting core measures, patient safety and service excellence goals
  • Continuously evaluates work process and design; understands role in ensuring positive patient experience quality/performance improvement, productivity, and service delivery to meet stakeholder needs
  • Participates in performance improvement discussions as needed, to ensure linkage with the company's mission, vision and corporate values
  • Maintains awareness of current healthcare and professional issues that affect the delivery of care
  • Develops and maintains inter-departmental synergies and solid collaborative relationships within client portfolio
  • Must role model behaviors of professionalism, and live by our Culture Values of Integrity, Compassion, Relationships, Innovation and Performance

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:

  • Bachelor’s degree
  • Comfortable presenting in-person virtually
  • Familiarity with patient accounting or scheduling systems incl. Epic, Athena, Cerner, etc.
  • Ability to travel 10%
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

  • Understanding of call center performance metrics and measurements, incl. telephony platforms such as Cisco, Genesys, Avaya, Nice, etc.

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado/Connecticut/Nevada residents is $97,300 to $176,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.