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UnitedHealth Group Associate Director, Partner Management Group - Telecommute in Minnetonka, Minnesota

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)

The Government Operations Team provides member services and support to members of the UnitedHealthcare Medicare and Medicaid insurance programs. Within Government Operations, two Call organizations service our members: Core Member Services and Complex Member Services.

Core Member Services supports members seven days a week, 24 hours a day, covering the full range of support services including benefits, claims, provider access, billing, and payment. The team also serves as liaison for members needing support from specialty benefit programs such as dental, vision, hearing, transportation, and over-the-counter products.

Complex Member Services addresses complex member service needs with measurable solutions based on deliberate activities that deliver value to our consumer / client, the business, and each other as fellow co-workers. Navigators within Complex Member Services provide resources for members who need extra assistance navigating the health care system due to complex clinical situations, episodic health events, or those who because of disability and income are the most vulnerable members we serve.

This role manages all aspects of Gov’t Operations Complex Member Services’ alignment to vendor partners, specifically the inbound roles to service our DSNP members. This role is responsible for resolving issues that may negatively impact the service and/or financial results at all vendor partner sites supporting the Complex line of business. This role is accountable for the governance of operations management / staffing of multiple call center locations.

This role includes leadership and oversight of the following areas: 1) Driving Analytic ensuring staffing models meet the supply and demand 2) Tracking and oversight of Partners; 3) Evaluating effectiveness of Partners partnering with Enterprise Sourcing & Procurement (ES&P), Global Strategy & Risk Management (GSRM) and other internal teams; 4) Leading remediation and escalation efforts of our partners concerning staffing shortfalls; and 5) Ensuring service model enhancements /communication occurs across all partners are accounted for across all business plans.

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

Primary Responsibilities:

  • Support and measure operational performance for inbound / outbound member service function through vendor partners

  • Understand and anticipate the behaviors and needs of consumers and customers. Collaborate with site leaders to develop strategies and tactics that simplify and improve the staffing models that drive the best in class consumer experience. Support Complex service model by driving initiatives that integrate a consumer-focused service model

  • Manage performance and results of overall operations for vendor sites supporting Complex call centers. Determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives

  • Leverage and grow strategic vendor capabilities to gain labor arbitrage and superior contact management capabilities; ensuring partner compliance with recruitment and learning processes

  • Manage multi-year strategy and day to day operations oversight in multi-vendor space (currently 8 vendors supporting 80% of call volume); selecting partners for service support and monitoring partner sites

  • Understand and anticipate the behaviors and needs of consumers and customers; collaborate with the vice president and leadership team to develop strategies and tactics that drive efficiencies, meeting all staffing requirements

  • Proactively initiate and drive change in processes, tools and capabilities that increase operational efficiency and effectiveness

  • Consistently achieve key performance metrics and financial objectives

  • Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion effective partner strategies

  • Foster a culture of accountability that emphasizes people and performance management across partners workforce teams

  • Leverage advanced analytics to drive targeted service strategies to improve operational results and regulatory/quality outcomes (clinical, HEDIS, STARS, UES, CAHPS etc.)

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

  • 8+ years of increasingly responsible operations leadership experience

  • Extensive experience managing global and vendor relationships

  • Track record of high organizational performance in managing a large (1000+) and geographically dispersed contact center operation

  • Analytical skills with ability to drive transformational, member focused change and manage long-term programs

  • Experience with strategic, member focused initiative development and implementation, including operating policies and procedures, and work process improvements

  • Ability to collaborate and influence internal and external business partners with a track record of building and fostering relationships at all levels of the organization

  • Ability to lead and develop leaders and track record to drive high employee engagement across an organization

  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Master’s degree

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 7 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 wherever 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)

Colorado Residents Only: The salary range for Colorado residents is $94,500 to $171,700. 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

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

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, Partner Management Group, Catastrophe Planning, Partner and/or Vendor Management, Minnetonka, MN, Minnesota, Telecommute, Telecommuter, Telecommuting, Remote, Work from home, Work at home