Sr Director of Call Center Channels – Remote

For those who want to invent the future of health care, here’s your opportunity. We’re going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

 

This full-time telephony role will support Optum Health West and determine strategy critical to execution of call center self-service telephony channels to keep phone calls from dropping, establish Interactive Voice Response(IVR) self-service strategy along with call routing governance.

 

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

 

Primary Responsibilities:

• Establishing a solid self-service IVR, call routing strategy and leading the call centers to stabilized operations for all of West including the “One Number” strategy
• Enabling integrated Care Delivery Organizations (CDOs) to transition their existing contact centers, shared service support capabilities and voice requirements onto the centralized integrated ecosystem and standardized menus
• Standardize the handling, routing and flow of customer calls in an accelerated timeframe
• Driving direct cost reduction via increased efficiencies and improved overall quality of the services across all service channels
• Supporting scalability for continued growth
• Decreased time to answer performance and 6% fewer dropped patient calls due to telephony issues
• Develops strategic, patient driven roadmaps with clear outcomes

 

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:

• 5+ years of experience leading a contact center 
• Project Management experience
• Experience in a large, fast-paced customer service operation, preferably in a consumer service industry
• Experience with implementation and change management
• Advanced understanding of call centers and agent processes
• Understanding of telephony, call routing and IVR menu best practices
• Proficient in Microsoft Office Suite
• Strategic, expert communicator and analytical thinker, and ability to negotiate and resolve conflict
• Proven ability to influence Senior Leaders while gaining consensus decisions
• Proven ability to leverage computerized systems and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance

 

Preferred Qualifications: 

• Experience using any of the following systems: CXOne, EMRs, IEX, Salesforce
• Experience within the healthcare industry
• Experience managing direct reports

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $147,300 to $282,800 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. 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.
  
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 

 

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: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.