17 days old

Director of Call Center Operations - Secaucus, NJ - 916609

Secaucus, NJ 07094
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  • Job Code
    916609

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

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Local Care Delivery is a network of health care providers in local markets whose mission is to help providers deliver the most effective and compassionate care to each patient they serve. Local Care Deliverys primary focus is on doing the right things for patients, physicians, and the community. It uses an innovative service model focused on measuring what matters and increasing efficiency and performance while providing the highest level of customer service. This model allows LCD to make a difference each day by delivering highly personal, customized care management to its patients.

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Local Care Delivery is succeeding at helping people live healthier lives by taking a different approach to health care. LCD uses common sense approach, focused on avoiding jargon, finding more efficient ways to operate, and providing great, in-the-moment service. We provide that service by making sure serving our patients and providers is always the first priority. Each department works from the same central idea: How does this affect the service we provide? Because of the extreme commitment to service, LCD focuses on recruiting passionate employees who will take advantage of being empowered to provide the highest level of service at each and every step.

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The Director of Call Center Operations position will be accountable identify and generate value, scalability, control, and a unified experience to customers in order to achieve Optum Cares growth and operation targets. This role will be responsible for providing oversight for the building and operating of the NE hub as a part of our federated model. This person will play a key role in establishing a federated set of services delivered through a strategically located operational hub and global partners in order to provide integrated services, scale and efficiencies via load balancing and allocation.

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This role will require direct collaboration and influence with senior-level leaders across Optum Care to drive ideation, strategy, execution and delivery.

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Primary Responsibilities:

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  • Builds trust, confidence and respect with senior leaders at the local Care Delivery Organization and across Optum Care to generate value
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  • Demonstrates courage to work in a highly ambiguous environment and adapts to changing internal or external dynamics as the operating model evolves
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  • Demonstrates a self-starter attitude and is eager to experiment, invites and explores the potential in new ideas while understanding and mitigating the risk to the organization
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  • Builds new solutions and/or modifies existing solutions that generate value, scalability, control, risk mitigation and/or a unified experience to customers
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  • Communicate effectively with all level of staff and leadership ensuring messages appropriately tailored to audience whether delivered verbally or in written format
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  • Leads key strategic initiatives and provides program leadership for large, complex programs in order to ensure programs and strategies are implemented and maintained effectively
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  • Build relationships and leverages a network of experts - internal and external - that enhance innovation and performance
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  • Identifies and leverages solutions / tools / processes deployed in individual business units that can be utilized at scale across the enterprise
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  • Removes obstacles and manages remediation of business problems that impact delivery of products, customer satisfaction, and quality
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  • Informs / influences key stakeholders on significant business or client risks even when others are responsible for course of outcome
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  • Manages cross-functional communications across Optum stakeholders as new solutions are identified and implemented
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  • Identifies and builds value roadmaps in collaboration with senior leaders
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  • Conducts data analysis with the intent of guiding strategies and plans
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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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  • Bachelors degree or equivalent experience
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  • 5+ years of call center leadership managing a multi-client-based operations
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  • Proven ability to drive a cross-functional workforce (onsite and remote) that meets program deliverables on a consistent basis
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  • Demonstrable entrepreneurial skills (accountable for risk from ideation to execution)
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  • Strong leadership skills with proven ability to foster and manage senior-level relationships in a highly matrixed environment
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  • Superior verbal and written communication skills
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  • Ability to influence with and without direct management/authority
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  • Medical or Health care industry experience
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  • Ability and willingness to travel up to 25% of the time
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  • You will be asked to perform this role in an office setting or other company location
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  • Employees are 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 prior to entering the work site each day, in order to keep our work sites safe. 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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Values Based Competencies

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Leader:

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  • Integrity Value: Model and Ensure Ethical Behavior
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- Comply with Applicable Laws, Regulations and Policies
" - Demonstrate Integrity
" - Require Integrity and Ethical Behavior from Others
" - Compassion Value: Deliver Value to Customers
" - Maximize Customer Growth and Retention
" - Optimize the Customer Experience

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  • Relationships Value: Lead and Develop People
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- Bring in the Right Talent
" - Develop People
" - Drive Employee Engagement
" - Foster Teamwork and Collaboration
" - Learn and Develop Self
" - Leverage Diversity and Inclusion

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  • Relationships Value: Communicate Effectively
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- Communicate with Impact
" - Influence and Negotiate
" - Listen Actively
" - Present Effectively

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  • Innovation Value: Lead Change and Innovation
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- Demonstrate Emotional Resilience
" - Implement Innovative Solutions
" - Manage Change

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  • Performance Value: Drive Sound, Disciplined Decisions
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- Apply Financial Knowledge
" - Make Decisions to Drive Action

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  • Performance Value: Drive High-Quality Execution
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- Communicate Clear Direction
" - Drive Operational Excellence
" - Manage Execution

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Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

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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: Director of Call Center Operations, Call Center Manager, Call Center Leader, Healthcare, Secaucus, NJ, New Jersey

Posted: 2021-03-25 Expires: 2021-04-24

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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Director of Call Center Operations - Secaucus, NJ - 916609

UnitedHealth Group
Secaucus, NJ 07094

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