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Job Details

UnitedHealth Group

Director Customer Service - Green Bay, WI (109480227)

Customer Service

Customer Service



De Pere, Wisconsin, United States

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Our goal in Employer & Individual Consumer Services is simple: To flawlessly execute on the promise of Advocacy by empowering our Team to act with courage and compassion for each other and those we serve.

This position is responsible for leading and directing a customer care operations teams of 250+ employees to ensure we meet the needs of our members and advocate on their behalf. Acts as the primary point of contact for clients in the Green Bay, WI and Minnetonka, MN contact centers. Manages and drives activities related to the UHC Employer & Individual consumer functions

Primary Responsibilities:

  • Responsible for the overall operational performance and service delivery to consumers
  • Solid collaboration and partnership with UHC Lead Operations Directors and Optum Clinical leaders to deliver on the Premier client model
  • Understand and align with line of business and UHC Benefit Operations strategic vision and executional priorities and drive at the site and platform level
  • Proactively drive and achieve 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
  • 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
  • Accountable for hiring, on-boarding, training, developing, engaging and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers
  • Establish and maintain relationships with peers, business partners and key stakeholders. Constructively communicate issues and opportunities to improve processes or operational effectiveness. Hold business partners accountable in a respectful manner. Constructively escalate issues unresolved issues in a timely, diplomatic and fact-based manner
  • Participate in cross-functional project teams that ultimately improve the member experience. Contribute subject matter expertise or carry out project assignments in a timely and effective manner. Ensure that all changes are properly planned for and implemented without disrupting service
  • Consistently cast 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 monitor operational performance. Initiate and drive appropriate change 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

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:

  • 6+ 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
  • Proven analytical skills and the proven ability to identify and remediate operational performance issues
  • Proven verbal, written, presentation and interpersonal communication skills
  • 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
  • Proven time and resource management skills
  • Must be located in or willing to relocate to the Green Bay, WI area
  • Comfort and ability to travel at up-to 25%
  • Full COVID-19 vaccination is an essential requirement 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

Preferred Qualifications:

  • Bachelor’s degree in Business or a related field
  • Leadership experience in a growing environment with continuous build out of processes
  • Demonstrated ability to interface and present to senior management effectively
  • Health plan experience

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 at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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.