Associate Director for Customer Service – Voice Account

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:

• Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
• Work most often impacts a large business unit, or multiple markets/sites
• Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites
• Directs others to resolve business problems that affect multiple functions or disciplines
• Product, service or process decisions are most likely to impact multiple functions and/or customer accounts (internal or external)
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 12+ years leadership experience in health care, customer service, or in a patient-facing field of work
• Proficient in MS Office and an advanced user in Excel and Powerpoint
• Proven ability to lead a large team of at least 500 FTEs preferably in a contact center voice operations
• Proven solid facilitation and organizational development skills
• Proven ability to plan, organize and be flexible in responding to shifting priorities and multiple clients
• Proven time and resource management skills
• Willing to work onsite on rotating US shift schedules
• Open to candidates currently based in Manila and Cebu and willing to relocate

Preferred Qualifications:

• Experience in Six Sigma/ Lean Process Improvement projects
• Health care experience

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum 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.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.