OptumHealth is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.
If you want more meaning in your career - as a clinician or a business professional - think of OptumHealth as your calling.
By providing 60 million Americans with information, tools and solutions, we are helping to guide them through the health care system, financing their health care needs, and enabling them to achieve their personal health and well-being goals.
Job Purpose:
Responsible for the management of one or more major aspects or areas of a call center and for resolving issues that may negatively impact the service and/or financial results for that area.
The focus for this position is on strategic planning and workforce management for multiple call centers (300-500 employees) in a highly competitive industry. Will be involved with center-specific initiatives as well as other national initiatives or projects. Should work closely with Workforce Management staff and Sr. Contact Center and Business Unit Leaders to provide call center expertise.
Primary Responsibilities:
- Enable site to meet performance objectives and provide excellent customer service
- Administer a business and financial plan to respond to strategic initiatives within Service.
- Administer the appropriate cost and service measurements (metrics, measures, controls) to ensure the achievement of all key performance objectives that impact profitability and position in the marketplace
- Advise local and senior leaders on operations, determine performance objectives/metrics and define tools to measure progress and ensures consistent achievement of business objectives
- Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners
- Develop a climate for superior customer service
- Responsible for customer satisfaction, administrative cost, and quality management to ensure meeting metrics and goals
- Lead workforce management and load balancing (i.e. appropriate balance of staff to call volume)
- Align with key business partners to serve the customers
- Participate in strategic efforts to secure new business for the site in a support role
- Help Service Director ensure all managers are aligned to and meeting the goals of the business plan
- Work with business managers to create and manage a business and financial plan (which includes salary and non-salary expenses); periodically re-forecast against actual results; and ensure appropriate financial contributions to the overall plan
- Use a balanced scorecard to manage the site's performance. Ensure compliance with financial and operational controls
- Develop, motivate and retain employees
- Work with business managers on all Human Resources initiatives including compensation planning, performance management, staffing and employee relations concerns/issues, employee recruitment, training, self-directed teaming, and employee development
- Responsible for turnover management, employee retention and attendance
- Help to develop and motivate high caliber business managers
At OptumHealth, you will perform within an innovative culture that's focused on . You will leverage your skills across a diverse and multi-faceted business. And you will make contributions that will have an impact that's greater than you've ever imagined.
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