Director, Customer Service- Buffalo, NY

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.



At Uniprise, a UnitedHealth Group company, our people and technology meet the benefits needs of employees and families at more than one-fourth of the Fortune 500 companies through customization and innovation. National employers can then best access the full range of products and services offered by UnitedHealth Group companies while enjoying the ease of integrated administration for all employee services. It’s a thriving business with an added personal significance...and a rare combination that will allow your career to flourish. 

 

Oversight for the functions of Customer Care and Transactions in a 200 - 300 employee organization. Overall responsibility for management of an operating budget, quality results, productivity and staff development while ensuring delivery of world class service results to multiple national accounts in a highly competitive industry.

? Administer the appropriate cost and service measurements (metrics, measures and controls to ensure the achievement of all key performance objectives that impact Uniprise’s profitability and position in the marketplace. 

? Responsible for driving and reinforcing the leadership cornerstones of redefining quality, aligning accountability and enabling people.

? Direct overall operations, determine performance objectives/metrics with input from senior leadership, define/develop the tools needed to measure progress and ensure consistent achievement of business objectives.

? Develop a climate for superior customer service experience.

? Collaborate with both functional senior leaders (Transactions, Customer Care ) to manage expectations, priorities and ensure best results for the overall site.

? Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners.

? Responsible for customer satisfaction, administrative cost, and quality management to ensure metrics and goals are met.

? Build and administer a business and financial plan to respond to strategic initiatives within Uniprise.

? Demonstrated ability to manage significant claims processing assignments and deliver outstanding results.

? Responsible for capacity planning, workforce management and load balancing (ie; appropriate balance of staff to call volume, staff to claim volume etc...)

? Interface with leadership in a highly matrixed, shared services environment.

? Participate in strategic efforts to secure new business for the site in a supporting role

? Lead direct report team (business managers) to create and manage a business and financial plan (which includes salary and non-salary expenses) periodically re-forecast against actual results and ensure appropriate financial contributions to the overall plan

? Develop, motivate, attract and retain top talent.

? Partner with Human Capital on all leadership initiatives including compensation planning, performance management, turnover and retention planning, staffing and employee relations concerns/issues, employee recruitment, employee development, organizational design and strategic planning initiatives.

? Also responsible for all administrative functions within the assigned site facility, coordinating with other UHG business segments on facility management, community activities, site emergencies, corporate initiatives, site-wide communication, IT, cultural issues with site, client visits and coordination with Account Management teams. 

 

 




10+ years of experience in the healthcare industry
Bachelor’s degree required, advanced degree preferred
5+ years of experience in managing a large (300 + employees) operations center in a highly competitive industry, Claim, Call Center or Billing experience preferred
5+ years of experience with operations management and quality methods in a process and/or service environment
Proven success in improving key performance metrics
Demonstrated success in process improvement, cost reduction and improving efficiencies
Demonstrated leadership skills, ability to coach, mentor and foster a culture of continuous learning, empower and motivate others
Demonstrated ability to lead change initiatives
Strong independent decision-making, influencing and analytical skills 
Strong analytical skills and financial acumen
Career history of delivering exceptional business results with expanded responsibilities

 

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