UnitedHealth Group is among the most ambitious Fortune 25 companies you'll ever meet. Through our family of businesses, we're working to make the health care system perform better for more people, in more ways than ever.

Simply put, we think the entire system can be greater than it's ever been. And that drives us to work harder, aim higher, and expect more from one another.

Here, you'll be empowered to make an immediate impact for millions of others. And you'll achieve more than you ever expected. How does that fit with your plans?

Job Description

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health. 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.
 
The VP Intake and Customer Care is responsible for the successful performance of all Intake and Customer Service queues.  The incumbent will achieve this through day-to-day performance techniques, and through development of management structures, department standards and quality/performance programs. Daytime, afterhours and offshore performance are all in scope. The incumbent will be responsible for working with supervisory staff at each site, and with workforce management, to achieve telephony performance targets across OHBS.  The incumbent will also be the single point of accountability for successful implementation of VCC and other telephony technologies, working with relevant technology leaders.  Success is defined both by achieving targets, and by prioritizing as needed to preserve high-profile queues where needed.
 

• Establishes mechanisms resulting in multi-period staffing plans-including numbers, location, and types of staff based on projection of volumes, system productivity, and other system inputs; revises multi-period plans based on retroactive analysis of actual versus projected performance. Includes all OHBS queues
  
• Establishes mechanisms to monitor performance of intake and customer care queues on an hour-to-hour, day-to-day basis, and to redeploy staff as required in support of overall objectives.  Understands relative priority of queues to this end.
  
• Convenes Intake leads managing staff at each location on a periodic basis to communicate staffing plans (and the inputs that created them), review performance, and share information.
  
• Develops management reporting mechanisms used for reporting up and out to the organization.
  
• Works closely with the Customer Service lead to optimize telephone performance across all queues for the enterprise
  
• Establishes and owns a centrally-coordinate Intake training capability. The staff involved are likely based at CACs, but are coordinated by and take direction from the incumbent.
  
• Establishes standards for occupancy, adherence, and other process metrics.  Monitors performance against these standards, and takes appropriate actions as required.
  
• Coordinates schedules for large-group meetings of Intake and Customer Care staff within and across sites, to ensure optimal system performance.
  
• Develops the annual Intake and Customer Care budget; develops the staffing plan on which the budget is based.
  
• Monitors FTEs and ensures compliance with financial commitments
  
• Develops, implements, and owns an ongoing quality program designed to ensure that production, quality, and process standards are met at both the site and the CSR level.  Includes a formal audit program.
  
• Effectively directs the work of the Workforce Analysts in order to insure appropriate level of staffing based on call volume and patterns.
  
• Provides training and coaching models for the purpose of meeting and sustaining quality and production standards.  In this connection, draws on content experts and operational management to construct trainings and re-trainings to strengthen performance.
  
• Works effectively with the department's operational management to accomplish goals in areas of clinical effectiveness, call-answer time, consistency of applied clinical supervision
  
• Works with appropriate QI departments to meet all credentialing standards such as URAC, JCAHO.
  
• Participates in site visits of current and prospective accounts, as appropriate and requested.  Effectively presents QA/QI, clinical oversight and virtual queue processes.
  
• Serves as a single point of contact coordinating Intakeand Customer Care's input to JRS or other initiatives with potential to impact ASA, directly or indirectly.  Established clinical oversight process and procedure.  
  
• Work effectively with Care Mgmt. department to insure workflow issues are actively addressed.
  

At OptumHealth, you will perform within an innovative culture that's focused on transformational change in the health care system. 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.


Job Requirements

• 7-10 years experience as a call center leader, including multi-center performance and workforce management, virtual queue, forecasting and scheduling, hiring, performance improvement, etc. 
• Demonstrated leadership/management skills
• Familiarity with IEX.
• Familiarity with clinical operations/understanding of clinical operating challenges
• Demonstrated skill in working with multidisciplinary Team(s).  Highly collaborative individual with ability to influence others and build strong professional relationships
• Analytical, problem solver, clear communicator
• 6-Sigma or JRS training desirable

 
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
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.