Associate Director of Provider Call Center Operations - UnitedHealth Care - Sugar Land, TX

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)

The Associate Director, Provider Call Center Operations will focus on execution of tactical plans within a fast paced, rapidly expanding environment. The Associate Director will be involved with the implementation of a changes including; system migrations, new product rollouts, service modifications as well as other initiatives or projects and will work closely with senior leaders and business unit leaders to provide service center and provider operations expertise. You will be a key player in driving tactical success and performance in the operations. The Associate Director will build relationships internally with UHC's Community & State and externally with Health Plans around changes in service delivery performance across several locations including; Houston (TX), Phoenix (AZ), Pittsburgh (PA), Miami (FL), Brentwood (TN), Ridgeland (MS),  Southfield (MI) and Albuquerque (NM). This position reports: Senior Director, Call Center Operations.  

 
Primary Responsibilities:

• Lead site to meet performance objectives and provide excellent provider service


• Align mission to organizational objectives with a focus on service and compliance


• Administer a business and financial plan to respond to strategic initiatives


• 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 reengineer processes through benchmarking with external and internal business partners


• Develop a climate for superior provider service


• Responsible for provider satisfaction, administrative cost and quality management to ensure meeting metrics and goals


• Align with key business partners to serve the provider


• 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

Required Qualifications:

• 5+ years of experience in operations management


• Demonstrated process/metric improvement skills


• Ability to roll up sleeves with ability to influence without formal authority


• External knowledge of provider practices, billing, and coding


• Interpersonal skills to influence and spur cultural change, facilitating and enhancing performance within a cross-functional environment


• Experience with financial reports, modeling exercises, interpreting and communicating operating and financial information


• Strong, independent decision-making ability and negotiation skills


• Exceptional communication, presentation, problem-solving and analytical skills


• Ability to drive change and influence individuals at all levels of the organization and to take appropriate risks

Preferred Qualifications:

• Bachelor's degree


• 3+ years of experience managing a large (300+ employees) call center, contact center or claims environment preferred


• Operations experience within a health care provider or managed care organization


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  Solid understanding of Medicaid



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  Experience working in healthcare



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  Good understanding Payer/Provider experience

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 17 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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.

Job Keywords: Provider, managed care, operations, call center, manage, Sugar Land, TX