1+ months

Associate Director Dental & Vision Contact - Back-end Support Leader - Multiple Locations - 920537

San Antonio, TX 78205
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  • Job Code
    920537

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

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Primary Responsibilities:

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  • Advocate for and promote a constituent-centric culture, setting a clear vision on what good looks like for the constituent for support roles
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  • Champion the need for change, assesses change readiness and change management
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  • Map the constituent journey and identify opportunities to proactively intervene on the customers behalf for support (Ex. Issue Management)
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  • Guide teams in identifying and prioritizing key constituent pain points using data driven insights (Ex. Surveys, Nexida)
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  • Facilitate ideation with cross-functional stakeholders to support/design ideal future state and cocreation activities with constituents to ensure needs are met
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  • Test new strategies/systems supporting constituent value
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  • Partner with Voice of the Customer (VOC) and Analytics teams to advance SB's voice of the constituent listening strategy and leading indicators
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  • Partner and build strong relationships with functional business areas, executive sponsors and enabling areas to drive and influence the prioritization of improved constituent experiences
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  • Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis on healing and problem-solving
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  • Facilitating getting the work done without coercion, assigning, or dictating the work
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  • Facilitating discussion, decision making, and conflict resolution
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  • Providing support to the team using a servant leadership style whenever possible and leading by example
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  • Manage end-to-end timelines, issues and risks to ensure flawless execution
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  • Lead/Manage vendor strategies and execution
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • 5+ years of combined experience in product / program / project management, delivering cross-organizational programs and leading strategic initiatives of diverse scope in a cross-functional environment
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  • 5+ years of combined experience and a proven track record of driving major transformational change and delivering measurable results, and developing and leading projects or initiatives
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  • 5+ years of experience in working with data and making data-driven analytical decisions
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  • Experience assimilating and analyzing information pertaining to constituent support
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  • Experience presenting and influencing for senior level leaders and at all levels within multi- business segments
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  • Experience with applying Design Thinking methodologies and/or a Human Centered Design
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  • Experience motivating, training / developing, and directing people in a matrixed organization
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  • Demonstrated technical experience with: FACETs, VAS, ISET, OMNI, Enterprise, Qualtrics, Nexida, Dental and Vision digital portals, and Telephonic IVR
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained
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Preferred Qualifications:

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  • BS/BA degree
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  • Experience leading Enterprise-wide programs in a highly matrixed organization
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  • Experience with the Net Promoter System (NPS), Customer Satisfaction, and External Constituent Effort Scores (Ex. Provider NPS)
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  • Experience working across UHG, Optum and UHC lines of businesses
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  • Good skills and knowledge of servant leadership, resilience, resourcefulness, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency
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Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 7 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

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For more information on our Internal Job Posting Policy, click here.

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Workforce Management; workforce capacity planning, Workforce inventory; Workforce back office, Associate Director, Dental, Vision, Back-end Support Leader, Back-end Support, Product Management, Program Management, Project Management, San Antonio, TX, Texas, Greensboro, NC, North Carolina

Posted: 2021-05-07 Expires: 2021-06-14

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Associate Director Dental & Vision Contact - Back-end Support Leader - Multiple Locations - 920537

UnitedHealth Group
San Antonio, TX 78205

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