Associate Director, Member Engagement - Horsham, PA - Full-time / Part-time

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)
Evaluate and align strategies and projects that address member pain points to create a hassle-free experience across channels and media outlets. Collaborate with business partners to help differentiate the program through greater integration of teams and systems across both products and services. Drive activities to increase member self-servicing on the authenticated website to drive savings and quantify results for the program.

Our team’s vision is to ensure our members enjoy a hassle-free and differentiated experience so they stay longer and tell others. We achieve this vision by evaluating and aligning strategies and executing projects that address member pain points to create a hassle-free experience across channels and media outlets. As Associate Director of Member Engagement, you will collaborate with business partners through greater integration of teams and systems across products and services. You will drive activities to increase member self-servicing to drive savings and quantify results for the program while improving the experience across all channels of our members’ choosing. You will manage a team to help drive quality and improvement projects. 

Primary responsibilities: 

Manage team of three employees working on a portfolio of projects focused on improving the insured member experience for the AARP Supplemental Health Insurance Program through “Voice of the Customer “monitoring and analysis
Collaborate across different functional areas of Insurance Solutions (Operations, Marketing Fulfillment), Optum CSS, and Optum health and wellness programs and collaborate on projects which support the organization’s alignment with member expectations
Consider implications and contribute and/or design solutions to achieve a Coordinated Service Delivery member experience model across a variety of media, inclusive of telephonic, print, email, web and mobile
Serve as primary point of contact for customer service activities with Optum CSS customer service partner. Analyze call center data to identify opportunities for further improvement and/or personalization
Oversee Medicare Supplement digital member experience for myAARPMedicare.com and associated mobilized view pages and serve as primary SME contact for M&R Digital and Rally work teams. Utilize member research and feedback to improve digital experience usability and functionality
Partner with Finance to build out financial models to quantify the impact of web self-service activity, personalization projects and process improvement initiatives
Oversee build-out and further development of SHIP mobile application
Manage development, production and mailing of required regulatory mailings, system-generated operational letters leveraging plain language, and other insured member communications
Direct all outbound telephonic campaigns to insured members, including late payer, Winback, Welcome Call and Web Registration

Required Qualifications:

Undergraduate degree or equivalent experience
Proven track record of 5+ years management experience
Undergraduate degree and commensurate work experience
Consumer-driven focus and experiencePreferred Qualifications:

Healthcare industry knowledge Careers at UnitedHealthcare Medicare & Retirement. 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: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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:  Associate Director, Member Engagement, Horsham, PA, Pennsylvania 
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