VP Customer Service & PBM Contact Centers

UnitedHealth Group•Eden Prairie, MN

1d•$200,400 - $343,500•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Vice President, Contact Center Operations will have accountability for the performance of the Rx Home Delivery and PBM Member Contact Center teams, including Contact Center Support. The position is responsible for overseeing the team, updating Senior Leadership on performance, operations, issues, and driving strategy and innovation across all Contact Center teams. The role reports directly to the COO of ORx. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires within 30 minutes of an office in Minnesota or Washington, D.C., you'll be required to work a minimum of four days per week in-office.

Requirements

Bachelor’s Degree or equivalent work experience
8+ years of healthcare industry experience, 3 of which must have been in a senior level leadership management capacity, including large-scale operations team with direct member/patient contact
5+ years’ experience within Operations with expertise supporting an end-to-end product and/or service with proven success driving transformation efforts
3+ years’ experience in managing complex, cross multi-functional initiatives
Experience leading and developing direct reports in the performance of their duties in a remote environment
Experience driving strategy across enterprise and senior level leaders
Proven experience delivering improved quality & efficiency through transformation
Experience communicating and presenting to high levels of leadership, including external clients
Ability to travel up to 10%25, with periodic international travel as needed

Nice To Haves

MBA or advanced degree
PBM and/or Pharmacy experience
Contact Center leadership experience
Experience in strategy / management consulting
Expertise in coaching & people leadership

Responsibilities

Provide leadership to and is accountable for the performance of contact center teams across the Customer Service market segments, including 3000+ Customer Service Advocates located domestic, global, and vendor partner teams
Establish leadership, structure, policies and procedures, monitoring, and oversight processes to ensure overall outcomes and optimal customer experiences
Provide operational and strategic updates to the COO, along with key stakeholders and Pharmacy & Enterprise leadership
Review performance scorecard; develop and execute strategies to improve call center performance, member experiences, and survey results
Direct others to resolve business problems that affect operational performance through constructive & collaborative partnerships in alignment with UHG culture principles
Collaborate with transformational leadership to improve the end-to-end Customer Service process to deliver operational scale & efficiency to achieve budget adherence
Lead effort to identify modern technology and use of AI to transform contact center and improve efficiency, quality and member experience
Create a working environment that energizes, motivates and contributes to the positive engagement of the employees to deepen cultural values
Develop strategic priorities, including internal/external impacts with a focus on experience, quality & efficiency
Collaborate and drive internal stakeholders to consensus on what opportunities we need to address across the Contact Center teams
Collaborate with Account Management teams to identify improvement opportunities promptly and continue to enhance operations performance as needed
Leverage data and analytics to identify the opportunity areas and make data-driven decisions
Identify and/or secure resources (e.g., funding; staffing; technology; hardware / software) required to execute strategic initiatives
Ensure budget adherence and financial health of the organization balancing near term needs with long term value
Direct the contact center support team responsible for all new client contact center RFP, new implementations, call routing setups, PG performance, training & knowledge priorities, and drive process & technology projects to improve contact center operations teams
Oversee the CARES team responsible for client inquiry, issues, and requests in support of their members, and ensure contact center performance is provided proactively to clients in partnership with Account Management
Ensure ongoing career development of self and team, provide coaching & feedback to direct and support team members to drive high performance results