Job type full-time
Full job description
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you getLeading edge technology in an industry that`s improving the lives of millionsHere, innovation isn`t about another gadget, it`s about making health care data available wherever and whenever people need it, safely and reliablyThere`s no room for errorJoin us and start doing your life`s best work.(sm)
Provide leadership for managers and supervisors, as well as the 1000+ customer service advocates in an inbound call center environmentIn this leadership role, responsibilities include:
You’ll enjoy the flexibility to telecommute* from anywhere within the u.sAs you take on some tough challenges.
Day to day oversight of 24/7 call center and daily metrics with primary telecommuter teams both on/offshore, and including some vendor partners
Manage key performance indicators (kpi) for service metrics daily, weekly, monthly
Instill compassion & drive engagement through inclusion, diversity, and culture initiatives
Drive to achieve home delivery pharmacy growth targets, to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
Define, communicate, and implement a best-in-class customer service value model using key metrics as proof points, including quality & accuracy measures
Partner with internal home delivery business partners to expand market share to achieve growth & retention targets
Understands and creates strong partnership with consumer digital channel experience leaders to ensure strategies & execution priorities are in synch with highest value consumer needs which drive improved member & provider experiences while managing cost efficiencies
Drive continued improvement in member experience as measured by nps and sentiment metrics
Play a key role in ongoing strategic design of the home delivery service model, to enhance the member/provider journey
Serve as key contributor to the strategy of outbound approach for member contacts (dialer, sms text, and email)
Analyze representative operational performance data as well as customer interaction results to manage team`s performance and to make improvements to the servicing model
Engage in cross-functional tactical process design to support end-to-end root cause identification to drive issue resolution and prevention
Identify and drive resolution of technical, operational, and organizational issues in with key leadership partners
Ensure leadership team has a market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction and operational efficiency and effectiveness
Ability to drive change and influence individuals at all levels in the organization
Ability to translate business strategies into clear objectives for the team
Excellent team leadership, project management and program management skills
Maintains positive, constructive working relationships internal customers
Demonstrates solid understanding of the organization`s mission and strategy
Solid ability to articulate and manage an end-to-end business model
Interact/present to high touch clients
Transition business/migrate business into core optumrx`s processes
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.
Bachelor`s degree, perferably in business or equivalent experience
10+ years of experience in a call center or production environment, including leadership and/or management experience within a pharmacy benefit call center or other healthcare related business environment
Demonstrated ability to manage large customer service (call center) team in a virtual environment
Proven track record of communicating to management as well as lead front line employees to ensure kpi metrics are met, and tasks are performed timely and accurately
Proven experience to ensure day to day operational success through leadership delegation, with an ability to create & deliver on strategic objectives
Full covid-19 vaccination is an essential requirement of this roleUnitedhealth group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
Mba or master`s degree
Home delivery pharmacy and/or pbm leadership experience
Lean/ six-sigma training
Careers with optumrxWe`re one of the largest and most innovative pharmacy benefits managers in the us, serving more than 12 million people nationwideHere you`ll fill far more than prescriptionsAs a member of one of our pharmacy teams, you`re empowered to be your best and do whatever it takes to help each customerYou`ll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imaginationJoin usThere`s no better place to help people live healthier lives while doing your life`s best work.(sm)
Colorado, connecticut or nevada residents only : the salary range for colorado residents is $169,500 to $322,500The salary range for connecticut/nevada residents is $169,500 to $322,500Pay is based on several factors including but not limited to education, work experience, certifications, etcIn 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.
To protect the health and safety of our workforce, patients and communities we serve, unitedhealth group and its affiliate companies now require all employees to disclose covid-19 vaccination status prior to beginning employmentIn addition, some roles require full covid-19 vaccination as an essential job functionUnitedhealth 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 complianceCandidates must be able to perform all essential job functions with or without reasonable accommodationFailure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
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 workplaceCandidates are required to pass a drug test before beginning employment.
Job keywords: optumrx vp customer service, telecommute, telecommuter, telecommuting, work at home, remote