1+ months

Salesforce Delivery Manager - Charleston, SC or Telecommute - 269134

Charleston, SC 29401 Work Remotely
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  • Job Code
    269134

Surgical Management Solutions"(SMS) is an early stage start up backed by Surgical Care Affiliates, a division"of United Health Group. The mission of"SMS is to empower consumers with the knowledge and education to understand"their healthcare costs, coupled with seamless access and enhanced consumer"experience when they need those services. SMS was founded by SCA leaders after"recognizing a substantial need to better reach and influence consumers to take"ownership of their healthcare costs."Healthcare benefits are complex and many consumers find themselves"frustrated with the lack of transparency in the system, simple means of"understanding costs, and how to access the care they need. The SMS model is intentionally designed to"provide a simple solution to large, self-insured employers to drive down"outpatient surgical spend. The model is built around the ability to engage and"educate membership to create an exceptional member experience. The SMS goal is"to empower members to be well-informed to be true consumers of healthcare. SMS"streamlines services and impacts pull through by redirecting patients to affordable,"quality settings for surgical care.

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The Principal, Tech Delivery"will provide oversight and administrative support for the day-to-day technology"operations. You will help deliver a personalized, empathetic consumer"experience as they navigate the complexity of the healthcare system. Your"role will encompass oversight and support of technology strategy,"administration & management, operations and execution.


You'll"enjoy the flexibility to telecommute* from anywhere within the U.S. as you take"on some tough challenges.

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Primary Responsibilities:
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  • Manage" metrics, performance criteria, policies and procedures to continuously" improve call center productivity
  • Directs" sales forecasting activities and sets performance goals and objectives" accordingly
  • Develop" and maintain strategy on ensuring customer satisfaction on all sales" transactions
  • Provide" team motivation and development to maximize sales opportunities
  • Responsible" for the overall performance and productivity of direct reports
  • Responsible" for weekly payroll review and submission to ensure correct entries
  • Responsible" for driving the growth of revenue and profit originating from a call" center
  • Proven" ability to meet performance targets, operating efficiencies, processing" improvements, people development, and quality assurance
  • Monitoring" of individual, team and call center results to identify and act on both" positive and negative performance
  • Determining" work procedures, preparing work schedules, and expediting work-flow
  • Responsible" for hiring, coaching and terminating call center employees
  • Assists" senior management in the development and mentoring of Supervisor I team" members
  • Other" duties and responsibilities as assigned
  • Manage" metrics, performance criteria, policies and procedures to continuously" improve call center productivity
  • Directs" sales forecasting activities and sets performance goals and objectives" accordingly
  • Develop" and maintain strategy on ensuring customer satisfaction on all sales" transactions
  • Provide" team motivation and development to maximize sales opportunities
  • Responsible" for the overall performance and productivity of direct reports
  • Responsible" for weekly payroll review and submission to ensure correct entries
  • Responsible" for driving the growth of revenue and profit originating from a call" center
  • Proven" ability to meet performance targets, operating efficiencies, processing" improvements, people development, and quality assurance
  • Monitoring" of individual, team and call center results to identify and act on both" positive and negative performance
  • Determining" work procedures, preparing work schedules, and expediting work-flow
  • Responsible" for hiring, coaching and terminating call center employees
  • Assists" senior management in the development and mentoring of Supervisor I team" members
  • Other" duties and responsibilities as assigned
  • Overseeing day-to-day technology operations to support"current and future state vision of the broader SMS strategy
  • Leveraging Managed Service Providers and Vendor Partners for scale"and flexibility in implementing and maintaining SMS technology solutions
  • Providing subject area vision and strategic direction (i.e."Salesforce architecture)
  • Acting as IT/tech project manager for multiple"initiatives across the SMS enterprise
  • Partnering with the SMS team to identify areas of"opportunity to drive performance through technological solutions
  • Maintaining and/or overseeing maintenance of applications"and systems used for internal and external reporting
  • Ability to manage small-mid size team and provide"real-time feedback and support
  • Provide contribution to resource planning to maximize the"productivity of resources (people, technology, etc.)
  • Devise ways to optimize processes and procedures for key"value drivers
  • Share with leadership opportunities to improve and assist"with developing solutions
  • Manage" metrics, performance criteria, policies and procedures to continuously" improve call center productivity
  • Directs" sales forecasting activities and sets performance goals and objectives" accordingly
  • Develop" and maintain strategy on ensuring customer satisfaction on all sales" transactions
  • Provide" team motivation and development to maximize sales opportunities
  • Responsible" for the overall performance and productivity of direct reports
  • Responsible" for weekly payroll review and submission to ensure correct entries
  • Responsible" for driving the growth of revenue and profit originating from a call" center
  • Proven ability" to meet performance targets, operating efficiencies, processing" improvements, people development, and quality assurance
  • Monitoring" of individual, team and call center results to identify and act on both" positive and negative performance
  • Determining" work procedures, preparing work schedules, and expediting work-flow
  • Responsible" for hiring, coaching and terminating call center employees
  • Assists" senior management in the development and mentoring of Supervisor I team" members
  • Other" duties and responsibilities as assigned
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""You'll 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."

Required Qualifications:

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  • 5+ years of experience with Salesforce Administration and/or Salesforce Solution Architecture
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  • 3+ years of experience with configuration of contact center platforms (e.g., Salesforce Service Cloud)
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  • Experience executing complex, high-paced projects at startup speed, including architecting flexible, scalable, cloud-based solutions to business-oriented problems
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  • Willingness to get hands on with code/scripting to stitch together technologies (e.g., C#, Node.js)
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  • Experience managing teams and/or vendor partners in the implementation and support of technology solutions
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  • Exceptional analytical and organizational skills, including a proven ability to adapt to a dynamic project environment
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  • Experience with process mapping and prototyping design
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  • Proven ability to manage key stakeholders while managing completing priorities
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  • Solid leadership skills including conflict/issue resolution
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  • Ability to communicate effectively both verbally and written with clients, stakeholders and senior management
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  • Ability to work effectively with project resources across multiple departments
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  • Customer-centric focus with excellent communications skills
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  • Expression of empathy with customers & compassion for their challenges
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  • Passion for healthcare improvement
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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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  • Experience with Amazon Connect ecosystem (e.g., Contact Lens) and the broader AWS product suite (i.e., Amazon S3, AWS Lambda, Amazon Lex)
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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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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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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: Salesforce, AWS, Charelson, SC, Telecommute, Telecommuter, Telecommuting, Work from home, Work at home, Remote

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Posted: 2020-12-04 Expires: 2021-02-15

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.

Sponsored by:
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Salesforce Delivery Manager - Charleston, SC or Telecommute - 269134

UnitedHealth Group
Charleston, SC 29401

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