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Vice President - HouseCalls Contact Center - Elkridge, MD
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Elkridge, MD Elkridge, Maryland |
About this job
This leadership position provides strategic & tactical leadership for the outbound and inbound contact center that supports member awareness, acceptance and scheduling of annual care visits by nurse practitioners with members of Medicare Advantage and similar health plans underwritten by United HealthCare (UHC).
The primary purpose of this position is to achieve greater initial and year-over-year house call acceptance rates by members for this fully covered clincial visit. By accepting the visit the member benefits from better coordination of care, medication reviews, behavioral coaching and clinical intervention with a range of follow on care orchestrated by the HouseCalls organization. This position is responsible for more than 300 team members in Elkridge, MD and Bangalore, India. The contact center works in conjuction with clinical operations, pharmacology, provider relations and information technology functions which are co-located with the contact center. This position reports to the VP of Operations and Technology, Optum – HouseCalls.
Accountabilities include operational call center leadership, organizational development, implementation and tracking of operational metrics, continuous improvement, maintaining compliance, and financial management. Key relationships include internal HouseCalls leadership (described above) and UHC consumer affairs, UHC contact center leadership, and client marketing organizations which currently include UHC Medicare & Retirement and UHC Community & State divisions.
As the VP HouseCalls Contact Center you will:
- Assess current capability gaps in contact center operations, technology and organization.
- Develop and gain buy-in for a plan of action to increase contact center capability, effectiveness and efficiency (including capital request for technology modifications as needed).
- Implement member segmentation, call scripting, workforce management and skill provisioning techniques to drive meaningful increases in member scheduling acceptance rates.
- Establish goals for the quality of member experience, productivity and member acceptance rates, and manage the organization toward achievement of them.
- Manage and develop team members; provide senior level guidance and support to the team.
- Manage contact center expense budget, measure and report operating results, and demonstrate compliance with company policies and industry regulations.
- Actively participate in leadership and cross-functional meetings.
- Participate in the onboarding of new plans and new clients to the HouseCall service.
Travel as required.
Requirements
- Bachelor's degree required. Advanced degree and/or contact center certifications are an advantage.
- Minimum of 10 years of contact center leadership experience, with at least 2 years of experience leading a sales and marketing contact center operation.
- Healthcare sector experience is preferred.
- Extensive knowledge and experience in all aspects of contact center operations and the implementation and optimization of technology including:
Quality management tools (QMT) and quality assurance routines
Workforce management tools (WFM) and their implementation and calibration
Automated call distribution (ACD) & outbound dialer configuration
Customer relationship management (CRM) and the use of interaction histories
Multi-modal contact management (e.g. email, print, etc.)
CSR selection, on-boarding, training, nesting and skill progression
- Critical thinking and the ability to swiftly apply experience, education, intuition and good judgment to real-time problem solving.
- Natural ability to establish trust and credibility at all levels of the organization.
- Demonstrated ability to engage and motivate call center employees and supervisors.
- Self-directed, enthusiastic leader that thrives in a dynamic deadline-driven work environment.
- Willing and able to roll up sleeves and work alongside of all members of the contact center team.
The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.SM
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
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