Associate Director, Customer Service - Houston and Sugarland, 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)

Primary Responsibilities:

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  New Business Implementation - Serve as main contact for all aspects on completion of RFP (request for proposal) responses for New Business and Re-bids



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  Audits and Corrective Action Plans (CAPs) - Currently managing and responding to any CMS or C&S CAPs for Member Services



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  Technology (Chat/Email) - Contact for new technology related applications that will help improve call center efficiency; email PCP/Specialist Macro Pilots are underway for FL, NY, NJ and TX plans.



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  Process Improvements - Serve as a SME for any changes to the day to day call center processes



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  AOR/POA Centralization - Currently working on centralization of Authorized Representative process for all of C&S Member Services; completion of this project would eliminate risks of adding unauthorized users, utilize one location for accessing POA and AOR requests and improve member experience



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  Support Directors - Assist with compliance, Appeals & Grievances, process improvement and any other issues that need resolution



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  Coordinate Implementation of Advocate for Me model throughout Community & State



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  Participate in crafting response for RFP's for new business



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  Coordinate the implementation of new business into the operational model



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  Operational oversight for the technology and systems utilized in C&S



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  Champion process improvements to enhance the level of service provided to Members



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  Provide general support to the leadership team as business needs warrant

Required Qualifications:

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  5+ years of operations experience



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  3+ years of project management experience

Preferred Qualifications:

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  2+ years of Community & State experience



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  RFP response writing experience

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 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, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Medicaid, RFP, new business implementation, Houston, Sugarland, Sugar Land, TX, Texas