Optum Health - Vice President, Client Service Operations

About the role

This position is responsible and accountable for the end-to-end consumer service experience for a UHG strategic client. This team will partner across UHG (Optum Health, UHC, Optum Product, Enterprise Digital Product, etc.) to design and develop new solutions to promote health and engagement, while advancing the client/UHG affordability commitments.

Responsibilities

• Owns strategy and execution of overall operational performance and service delivery for top Enterprise relationships (worth more than $800M in annual revenue)
• Establishes and ensures Enterprise performance with key partners across Optum Health, UHC and UHG Leadership to ensure overall quality, satisfaction and experience for these strategic clients and their employees
• Drives program innovation to deliver both better experiences and support to employees/members while generating improved client affordability and cost savings
• Understands and aligns with Optum Health and UHC strategic vision and executional priorities and drives at the site and platform level
• Serves as primary point of contact for Strategic Client(s), including but not limited to audits, site visits, Monthly Business Reviews, call listening, strategic planning sessions, etc.
• Provides updates on client strategies, performance and remediation activities to Optum CEO and UHC Employer & Individual CEO (and leadership teams)
• Proactively drives and achieves operational performance metrics including consumer satisfaction, NPS, compliance, employee engagement and financial objectives; collaborate with employees and business partners to identify and remediate root cause of degradation of performance
• Accountable for hiring, on-boarding, training, developing, engaging and managing a high-performance workforce that delivers efficient, effective and compassionate service to consumers
• Establishes and maintains relationships with peers, business partners and key stakeholders; constructively communicates issues and opportunities to improve processes or operational effectiveness; holds business partners accountable in a respectful manner
• Participates in cross-functional project teams that ultimately improve the member experience
• Consistently casts a solid, positive leadership shadow and regularly leverages various communication channels, including town halls, one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication and to inspire employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
• Proactively monitors operational performance; initiate and drive appropriate changes in process, tools and capabilities that increase effectiveness while improving the consumer experience
• Determines performance objectives/metrics and defines tools to measure progress and ensure consistent achievement of business objectives; present timely, accurate and complete business plans, reports and presentations

Requirements

• 10+ years of increasingly responsible leadership experience in consumer-centric call center operations
• 5+ years of experience managing in a large (200+) call center, contact center or claims environment
• 5+ years of prior experience managing a team of 200+
• Deep understanding of health insurance / commercial benefits-ideally having worked at a large payer
• Ability to manage stakeholder expectations and deliver on client expectations
• Proven track record of building and fostering internal relationships to effectively collaborate across all levels of the organization
• Proven track record leveraging technology and innovation to drive positive transformation within team, operations and business
• Member centric; sees situations from the member experience lens to positively impacting NPS and NPS-like measures
• Ability to drive organizational transformation and change while maintaining/improving member and employee experience
• Excellent communications skills across Executives, Customers and internal teams - including setting and explaining organization-wide strategy, objectives and rationale
• Expert level of proficiency working in a fast-paced matrix organization/environment with an enterprise focus, managing significant competing priorities across stakeholders
• Proven verbal, written, presentation and interpersonal communication skills
• Proven analytical skills and the proven ability to identify and remediate operational performance issues
• Proven problem-solving skills and the ability to collaborate and influence at all levels of the organization
• Leadership shadow with a track record of building and leading a high-performance workforce through a leadership team that energized by coaching, developing and engaging a dynamic and diverse workforce
• Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization
• Staff planning and workforce management skills
• Proven time and resource management skills
• Comfort and ability to travel at up to 25%

Qualifications

• 10+ years of increasingly responsible leadership experience in consumer-centric call center operations
• 5+ years of experience managing in a large (200+) call center, contact center or claims environment
• 5+ years of prior experience managing a team of 200+
• Deep understanding of health insurance / commercial benefits-ideally having worked at a large payer
• Ability to manage stakeholder expectations and deliver on client expectations
• Proven track record of building and fostering internal relationships to effectively collaborate across all levels of the organization
• Proven track record leveraging technology and innovation to drive positive transformation within team, operations and business
• Member centric; sees situations from the member experience lens to positively impacting NPS and NPS-like measures
• Ability to drive organizational transformation and change while maintaining/improving member and employee experience
• Excellent communications skills across Executives, Customers and internal teams - including setting and explaining organization-wide strategy, objectives and rationale
• Expert level of proficiency working in a fast-paced matrix organization/environment with an enterprise focus, managing significant competing priorities across stakeholders
• Proven verbal, written, presentation and interpersonal communication skills
• Proven analytical skills and the proven ability to identify and remediate operational performance issues
• Proven problem-solving skills and the ability to collaborate and influence at all levels of the organization
• Leadership shadow with a track record of building and leading a high-performance workforce through a leadership team that energized by coaching, developing and engaging a dynamic and diverse workforce
• Proven organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization
• Staff planning and workforce management skills
• Proven time and resource management skills
• Comfort and ability to travel at up to 25%

Skills

• Consumer-centric approach
• Strategic thinking and program innovation
• Stakeholder management and collaboration
• Operational performance monitoring and improvement
• High-performance workforce management
• Effective communication and interpersonal skills
• Problem-solving and organizational transformation
• Leadership and coaching

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Pay

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.

Schedule

Employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.