Manager - UHC COVE - Consumer

UnitedHealth Group•Minnetonka, MN

10h•$91,700 - $163,700•Hybrid

About The Position

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The Consumer Operations Vitals & Experience Hub (COVE) is a physical location serving as a tech-integrated, Voice of Consumer National Operations Center (NOC) where consumer-connected data is monitored. The COVE provides an opportunity to collaborate across the enterprise, monitor operations and active tech war rooms, provide key data-driven insights, highlight investments in healthcare innovation and amplify our presence in the community. This role reports to the Associate Director of the COVE business arm and will have direct responsibility for managing a team of analysts who will monitor and analyze the operational components that impact the consumer experience. This leader will partner with the Work Force Management (WFM), Tech, EIS, Product, Experience, and Service Delivery partners and monitor operational impacts to the consumer experience. The Manager of the COVE will work collaboratively with peers across operations to identify best practices, facilitate process improvement activities and create a flexible and high performing team with a core goal to provide a top-notch consumer experience. This role is based in Minnetonka, MN on our corporate campus at 9700 Healthcare Lane. This position is in office 4 days a week and remote 1 day a week.

Requirements

3+ years of experience working in a call, claim or back-office production environment
1+ years of direct people management or 2+ years matrixed management experience
1+ years of experience interpreting and analyzing large data sets
Experience working in a fast-paced, frequently changing team environment
Demonstrated leadership ability to influence and drive outcomes without direct authority
Demonstrated ability to be proficient at assessing business risks/issues and ability to distinguish items you are empowered to resolve from those that need to be escalated
Proven exceptional relationship skills and solid emotional intelligence
Proven excellent presentation skills - clear and concise written & verbal communication skills
Demonstrated ability to collaborate with senior and executive leaders
Must live in the state of Minnesota and be able to work in the Minnetonka, MN office 4 days a week & 1 remote day

Nice To Haves

Intermediate to advanced skillset in Microsoft Office applications, specifically in PowerPoint and Excel
Demonstrated ability to thrive in a performance driven culture
Demonstrated ability to be creative, flexible and have solid problem solving and time-management skills
Demonstrated ability to multi-task and prioritize, both individually and for a large team
Proven solid organizational skills with ability to manage to deadlines and drive assigned projects to completion

Responsibilities

Provide positive leadership presence and shadow, including effective communications, coaching, setting clear expectations, and holding direct reports accountable
Establishing meaningful connections with team members, creating an environment of belonging and empowerment, and investing in the development and growth of our talent
Hire, train, and supervise operational staff, and conduct performance reviews that allow for continuous growth and development of team members
Identify inefficiencies and implement strategies to improve processes and enhance productivity, ensuring high quality and consistency while maintaining change resistance to ensure department progress can continue
Monitor and analyze operational performance metrics to ensure targets are met while identifying operational risks and developing mitigation plans when needed
Liaise with other department heads and executives to align objectives and strategies through discovery calls and presentation of deliverables
Collaborate with leaders across the enterprise to create and leverage relationships that support flawless execution on commitments, and improved consumer outcomes
Address any operational issues or emergencies promptly and efficiently during Critical Response events which may include occasional non-traditional business hours
Contribute new ideas to solve challenging business problems. This includes, but is not limited to changes in policy, procedure, market trends, and technology (internal and external tools or applications)
Collaborate with senior management in developing strategic plans for operational activity and gaining buy-in support from strategic partners
Ensure that resources (human, technological, financial) are allocated effectively