Director of Client Services- United Resource Networks- Golden Valley, MN

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.



United Resource Networks provides specialized solutions for complex medical conditions.  For more than a decade United Resource Networks (U.R.N.), a UnitedHealth Group company, has been identifying costly, complex and catastrophic conditions for which there is a quantifiable variance among treatment providers.  Our products and services are developed to support safe, successful and cost-effective management of patients with these conditions. Clinical areas for which U.R.N. offers products include transplantation, kidney disease, congenital heart disease and cancer. 
Responsible for managing the client service team to achieve quality, service and efficiency objectives on overall book of business, minimizing administrative costs while maximizing profitability.
Ensures customer objectives and delivery of service needs exceed expectations.
Responsible for the management of the client service team within scope of assigned book of business, ensuring quality, service and efficiency of team to meet metrics, business goals and delivery of client satisfaction.
Proactively manage high level, complex client service issues, researching and resolving issues quickly and efficiently.
Provide strategic guidance and effective direction ensuring team is aligned to business goals and objectives, driving success.
Provide leadership and on going performance coaching and development opportunities to client service staff.
Responsible for recruitment and hiring of staff, motivation and development of staff, challenging team to deliver exceptional customer service.
Assesses staff capacity and resource allocation, organizing work efforts to maximize team performance.
Manage to prescribed budget totals for dollars and FTEs.
Foster and maintain collaborative relationships with internal/external customers/business partners ensuring client service goals, customer satisfaction, increased productivity and improved business processes are achieved.
Initiate and participate on project teams that contribute to process improvements and greater customer service
Anticipate critical situations, facilitate solutions to conflicts and identify process improvement opportunities with the team, functional areas and communicate recommendations.
Ensure client service staff is well informed and current on all changes that impact them, including system enhancements, policy, procedural, and legislative and industry changes and trends.


Bachelors degree required, Masters degree preferred
At least 5 years of health care business experience or related background with proven track record focused on establishing and maintaining customer relationships in a service delivery organization.
3-5 years demonstrated management experience
Proven sales and relationship skills
Solid knowledge of health insurance industry, products and services, and managed care environment and operational interdependencies
Strong financial skills
Strong Project management skills

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