VP Customer Service & PBM Contact Centers

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

The Vice President, Contact Center Operations will have accountability for the performance of the Rx Home Delivery and PBM Member Contact Center teams, including Contact Center Support. The position is responsible for overseeing the team, updating Senior Leadership on performance, operations, issues, and driving strategy and innovation across all Contact Center teams. The role reports directly to the COO of ORx.

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

For all hires within 30 minutes of an office in Minnesota or Washington, D.C., you'll be required to work a minimum of four days per week in-office.

Primary Responsibilities:

• Provide leadership to and is accountable for the performance of contact center teams across the Customer Service market segments, including 3000+ Customer Service Advocates located domestic, global, and vendor partner teams
• Establish leadership, structure, policies and procedures, monitoring, and oversight processes to ensure overall outcomes and optimal customer experiences
• Provide operational and strategic updates to the COO, along with key stakeholders and Pharmacy & Enterprise leadership
• Review performance scorecard; develop and execute strategies to improve call center performance, member experiences, and survey results
• Direct others to resolve business problems that affect operational performance through constructive & collaborative partnerships in alignment with UHG culture principles
• Collaborate with transformational leadership to improve the end-to-end Customer Service process to deliver operational scale & efficiency to achieve budget adherence 
• Lead effort to identify modern technology and use of AI to transform contact center and improve efficiency, quality and member experience 
• Create a working environment that energizes, motivates and contributes to the positive engagement of the employees to deepen cultural values
• Develop strategic priorities, including internal/external impacts with a focus on experience, quality & efficiency
• Collaborate and drive internal stakeholders to consensus on what opportunities we need to address across the Contact Center teams
• Collaborate with Account Management teams to identify improvement opportunities promptly and continue to enhance operations performance as needed
• Leverage data and analytics to identify the opportunity areas and make data-driven decisions
• Identify and/or secure resources (e.g., funding; staffing; technology; hardware / software) required to execute strategic initiatives
• Ensure budget adherence and financial health of the organization balancing near term needs with long term value
• Direct the contact center support team responsible for all new client contact center RFP, new implementations, call routing setups, PG performance, training & knowledge priorities, and drive process & technology projects to improve contact center operations teams
• Oversee the CARES team responsible for client inquiry, issues, and requests in support of their members, and ensure contact center performance is provided proactively to clients in partnership with Account Management
• Ensure ongoing career development of self and team, provide coaching & feedback to direct and support team members to drive high performance results
  

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 or equivalent work experience 
• 8+ years of healthcare industry experience, 3 of which must have been in a senior level leadership management capacity, including large-scale operations team with direct member/patient contact 
• 5+ years' experience within Operations with expertise supporting an end-to-end product and/or service with proven success driving transformation efforts
• 3+ years' experience in managing complex, cross multi-functional initiatives
• Experience leading and developing direct reports in the performance of their duties in a remote environment
• Experience driving strategy across enterprise and senior level leaders
• Proven experience delivering improved quality & efficiency through transformation
• Experience communicating and presenting to high levels of leadership, including external clients
• Ability to travel up to 10%, with periodic international travel as needed
  

Preferred Qualifications:

• MBA or advanced degree 
• PBM and/or Pharmacy experience
• Contact Center leadership experience
• Experience in strategy / management consulting 
• Expertise in coaching & people leadership
  

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $200,400 to $343,500 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.    

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.    

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