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Director, Producer Help Desk - Multiple Locations

Company: UnitedHealth Group
Location: Minnetonka
Posted on: April 5, 2021

Job Description:

Director, Producer Help Desk - Multiple Locations We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM Great sales are the result of strong purpose, conviction and pride - pride in your ability and your product. UnitedHealth Group offers a portfolio of products that are greatly improving the life of others. Bring along your passion and do your life's best work.(sm) Job Description:
The Director is responsible for the successful operation of Producer Help Desk, a Government Programs Sales Support Center for field sales agents nationwide. This role will allow you to manage the daily activities of a large sales contact center of generalists and specialists who perform Producer Support for the UHC Medicare Solutions sales team. Responsibilities include strategy development, staffing, resource management and allocation, audits, project management, staff development, coaching and training. Positions in this function are responsible for providing expertise and sales support for field sales agents including direct phone-based, chat support and off phone support to answer and resolve a wide variety of inquiries in an effort to make UnitedHealthcare the carrier of choice for field agents selling Medicare Advantage, Dual Special Needs Plans, Medicare Supplement and Prescription Drug Plans. This position reports directly to the Vice President of Telesales/Producer Help Desk. Position can be--located in Minnetonka, MN, --Roanoke, VA, Colorado Springs, CO or--Phoenix, AZ Responsibilities / Duties:

  • Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff.
  • Work most often impacts a large business unit, or multiple market/sites.
  • Provide leadership to staff with multiple roles (agents, team leads, supervisors and managers including senior level professional staff):
    • Develop and enhance sales support capabilities by demonstrating hands-on consistent management practices that identify areas of excellence and foster an environment of continuous improvement through the coaching and development of staff and improving processes.
    • Manage staff performance by providing feedback and coaching on key performance indicators and productivity.
    • Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance.
    • Effectively use all channels of communication to inform and motivate staff through one-on-ones, staff meetings and written communications.
    • Effectively lead the recruiting and hiring of qualified staff and provide for their training and development. Set performance expectations and goals, evaluate performance results, provide feedback to staff and administer appropriate rewards. Foster a cohesive and supportive team environment.
    • Assign priorities and make decisions that are consistent with the company's mission and strategic goals
    • Achieve/Exceed Business goals
    • Implement plan to support field sales in achieving or exceeding their sales results. Assists in uncovering market niches and actively pursues growth opportunities through engagement with business partners.
    • Organizes and leads staff's efforts to ensure both compliance with CMS standards and company policy
    • Champion Continuous Improvement with Efficiency, Quality and Compliance
      • Support supervisors in the development of improvement plans for staff.
      • Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues.
      • Ensure team supports and adheres to all improvement initiatives.
      • Maintain knowledge of business operation, products, industry and competitors
      • Understand and strategize planning for overall business operation and how to represent constituents dependent on this team to achieve their goals.
      • Assess, plan and implement annual review of business model to innovate and enhance results.
      • Understand the history and general trends in the industry and their implications for the future
      • Monitors and maintains market intelligence on competition.
      • Maintain and enhance working knowledge of Medicare regulations, the managed care industry, the competitive environment, pertinent legislation, etc.
      • Understand all aspects of the company's products and sales strategy and ensures that all relevant information is shared and understood by staff
      • Proactively share thoughts/concerns/issues with regards to the design and/or marketing of the company's product portfolio. Solicits this input from staff as well.
      • Work on projects related to systems, processes or inter-department initiatives.
      • Perform other related duties as required to achieve the goals and objectives of the company and department. 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.
        • Possess business acumen and management skills including the ability to understand business goals and drive results through the effective management of staff through the coaching and utilization of their unique skills and abilities.
        • Understand company's vision and mission linked to direct application of methods and plans to accomplish sales support strategy.
        • Work effectively with team, and across the organization, to further the goals of the business. Participation in and facilitation of team effectiveness, taking actions demonstrating consideration for the feelings and needs of others.
        • Goal-oriented and sales motivated
        • Ability to assess staff's internal motivators and create a climate in which they want to do their best
        • Excellent communication skills - demonstrating high level writing and verbal skills
        • Solid relationship building skills
        • Solid organizational and time management skills.
        • Knowledge of CMS regulations and standards.
        • Success driven manager/leader who has demonstrated--3+ years of experience in a sales center / call center environment with experience leading other leaders.
        • Strong communication, interpersonal skills and presentation skills; able to work with team members and all levels within the organization.
        • Sound analytical problem-solving skills
        • Project management experience - such as identification of resources, development and communication of objectives, successful implementation of schedules and timelines, meeting leadership and project status reporting, and review and follow up with project results
        • Strong technical and analytical skills
        • Organizational skills and ability to multi-task
        • Ability to handle and m aintain confidentiality of company-sensitive data Preferred Qualifications :
          • Bachelor's Degree
          • Knowledge of insurance industry, compliance, licensing or claims experience
          • Leadership experience in a sales, production or call center environment
          • Medicare, Insurance or financial services industry experience
          • Good knowledge of Microsoft Office applications (Word, Excel, PowerPoint & Outlook)\
          • Experience with PEGACRM and /or other Industry CRMs Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.(sm) 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. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Job Keywords: Medicare And Retirement, Sales, Account Management, Operations, Director Of Sales Operations, Minnetonka, MN, Minnesota, Arizona, Colorado, Virginia We want you to know what our hiring process looks like. Watch the video and find out what to expect along the way. Getting an internship UnitedHealth Group is not only an opportunity to do something extraordinary with your summer, it's also an opportunity to land your first full time job. Most college students know the last internship before graduation is perhap--- So you've searched our open jobs and are ready to submit your application. But how do you know if a specific job is right for you? Here are four questions to consider before applying--- Here at UnitedHealth Group, we've adjusted the way we work as a result of COVID-19. At this moment, 90% of our non-clinical staff is working from home around the globe, prior to COVID-19 42% of our non-clinical staff was already working from home. Th--- UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-800-561-0861 and press or say 1 for Applicant to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday. UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc. 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. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: UnitedHealth Group, Minnetonka , Director, Producer Help Desk - Multiple Locations, Executive , Minnetonka, Minnesota

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