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Assoc Director, M&R Producer Help Desk Site Leader - Minnetonka, MN

Company: UnitedHealth Group Inc.
Location: Minnetonka
Posted on: June 8, 2021

Job Description:

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)

This M&R Producer Help Desk (PHD) Site Leader is responsible for the successful operation of one of four sites within the Producer Help Desk Team. The Producer Help Desk is a sales support center for Government Programs' field sales agents nationwide, which consists of 50,000+ agents. This role manages the daily activities of a large sales support contact center which contains generalists and specialists who perform producer support. Responsibilities include: staffing, resource management & allocation, audits, project management, staff development, coaching and training.

This role also partners extensively with various constituents to optimize the operations and deliver a hassle-free agent experience. Positions in this function are responsible for providing expertise and sales support for agents including direct phone-based support, live chat support, and off-phone field agent interactions; all of which are designed to resolve a wide variety of inquiries in an effort to make UnitedHealthcare the carrier of choice for field agents.

Primary Responsibilities:

  • Lead and manage staff with multiple roles (agents, team leads, supervisors)
  • 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
  • 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 recruit and hire 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 partnership with business partners.
  • Organizes and leads staff's efforts to ensure both compliance with CMS standards and company policy

  • Lead and champion continuous improvement with operations, quality and compliance
  • Help manage operational functions within the Producer Help Desk organization (Process Improvement Team, Language Sales Support Team, Vendor Staff operations, Training Planning and implementation)
  • Manage relationships and accountability with business constituents including commissions, sales operations, training, workforce, new business, member services, products (Med Supp, MA, C &S, and PDP), AEP Planning and project office
  • Lead implementation of systems related to PHD operations (i.e. SMRT, TRIO, Qfinti, Clarabridge etc.)
  • Lead business implementation and ongoing operation for CRM Tool - PCL for PHD
  • Partner with Member Services to link agent support to member support
  • 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
  • Participate and/or lead project related to systems, processes or interdepartmental initiatives as needed
  • Perform other related duties as required to achieve the goals and objectives of department/company

Demonstrated Skills:

  • 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
  • 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 skills
  • Solid organizational and time management skills
  • Understand company's vision and mission linked to direct application of methods and plans to accomplish sales support strategy
  • 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
  • Hard work, honesty, integrity and unwavering business ethics
  • Ability to handle and maintain confidentiality of company-sensitive data

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:

  • 5+ years of management experience in sales center/call center environment
  • 3+ years of sales experience as individual contributor or leader role
  • Project management experience
  • Proficiency in MS Office (Word, Excel, PowerPoint, Outlook, Teams)
  • Live within commutable distance to Minnetonka, MN

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 similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Degree in Business, Communication or Marketing
  • Experience with insurance brokers
  • Knowledge of insurance industry, compliance, licensing or claims experience
  • Leadership experience in a sales, production or call center environment
  • Knowledge of CMS regulations and standards
  • Medicare, insurance or financial services industry experience
  • Experience with PEGA CRM 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: Associate Director, M&R, Medicare & Retirement, Producer Help Desk Site Leader, Sales, Call Center, Site Leader, Minnetonka, MN, Minnetonka

Keywords: UnitedHealth Group Inc., Minnetonka , Assoc Director, M&R Producer Help Desk Site Leader - Minnetonka, MN, Other , Minnetonka, Minnesota

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