Associate Director - Producer Help Desk Operations Site Leader

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together

The Associate Director is responsible for the successful operation of a site within the Producer Help Desk, a Sales Support Center for M&R Field Sales agents nationwide (100,000+ agents) as well as the back-office operations of the PHD. This role manages the daily activities of a large sales contact center of Sales Support Specialists. Responsibilities include but are not limited to staffing, resource management, audits, project management, staff development, coaching and training. This role also partners extensively with various constituents across M&R to optimize the operations and deliver a hassle free agent experience. Positions in this function are responsible for providing expertise and sales support agents including direct phone-based and off phone field agent  interaction to answer and resolve a wide variety of inquiries in an effort to make UnitedHealthcare the carrier of choice for field agents.

This position reports directly to Director - Producer Help Desk. 

Position will be located at 110 Franklin Rd SE, Roanoke, VA 24042

Number of Directs/In-directs for Roanoke: 100+

Primary Responsibilities:

• Lead and manage staff with multiple roles (agents, team leads, supervisors):
  • Develop and enhance sales support force capabilities by demonstrating hands-on consistent management practices that identify areas of excellence and foster an environment of continuous improvement through the coaching and development of staff
  • Manage staff performance by providing feedback and coaching on key performance indicators and productivity
  • Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance and builds employee experience scores
  • Effectively use all channels of communication to inform and motivate staff through one-on-ones, staff meetings and written communications
  • Effectively recruit and hire qualified staff and provide for their training and development. Set performance expectations and goals, evaluate performance results, provide feedback to staff and administer appropriate rewards. Foster a cohesive and supportive team environment
  • Assign priorities and make decisions that are consistent with the company's mission and strategic goals
• Achieve/Exceed Business goals
  • Implement plan to support field sales in achieving or exceeding their sales results.   Assists in uncovering market niches and actively pursues growth opportunities through partnership with business partners
  • Organizes and leads staff's efforts to ensure both compliance with CMS standards and company policy
• Lead and champion continuous improvement with operations, quality and compliance
  • Lead operational functions within the Producer Help Desk organization (Process Improvement Team, Language Sales Support Team, Vendor Staff operations, Training Planning and implementation)
  • Manage relationships and accountability with business constituents including commissions, sales operations, training, workforce, new business, member services, products (Med Supp, MA, C &S, and PDP), AEP Planning and project office
  • Lead implementation of systems related to PHD operations (example, SMRT, TRIO, Qfinti etc.)
  • Lead business implementation for Customer Relationship Management Tool - PCL for PHD
  • Partner with Member Services to link agent support to member support
  • Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues
  • Ensure team supports and adheres to all improvement initiatives
  • Participate and/or lead project related to systems, processes or interdepartmental initiatives as needed
  • Perform other related duties as required to achieve the goals and objectives of department/company

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 management experience
• 3+ years of sales center/call center environment experience as individual contributor or leader role in a healthcare insurance, managed care, financial services or related field
• Project management experience - such as identification of resources, development and communication of objectives, successful implementation of schedules and timelines, meeting leadership and project status reporting, and review and follow up with project results
• Understand company's vision and mission linked to direct application of methods and plans to accomplish sales support strategy
• Proven to possess business acumen and management skills including the ability to understand business goals and drive results through the effective management of staff through the coaching and utilization of their unique skills and abilities
• Proven to work effectively with team, and across the organization, to further the goals of the business.  Participation in and facilitation of team effectiveness, taking actions demonstrating consideration for the feelings and needs of others
• Proven goal-oriented and sales motivated
• Proven ability to assess staffs internal motivators and create a climate in which they want to do their best skills
• Proven solid organizational and time management skills
• Proven solid communication, interpersonal skills and presentation skills; able to work with team members and all levels within the organization
• Proven sound analytical problem solving skills
• Proven solid technical and analytical skills
• Proven organizational skills and ability to multi-task
• Proven hard work, honesty, integrity and unwavering business ethics
• Proven ability to handle and maintain confidentiality of company-sensitive data

Preferred Qualifications:

• Leadership experience in a sales, production or call center environment
• Medicare, Insurance or financial services industry experience
• Experience with PEGA CRM and /or other Industry CRMs
• Knowledge of insurance industry, compliance, licensing or claims experience
• Knowledge of CMS regulations and standards
• Good working knowledge of Microsoft Office applications (Word, Excel, PowerPoint & Outlook)
• Proven bilingual English and Spanish

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 $112,700 - $193,200 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.