Associate Director Member Experience - Remote
MSCCN - Minnetonka, MN
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At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The role will be critical to understand and support the specific nuances and act as the bridge between UMR Operations and white label accounts, including GEHA. This role is essential in leading the advancement of service and employee culture during the transition of employees and members to UMR. Responsibilities include identifying the necessary infrastructure and strategy to promote service expectations, creating a service culture framework for UMR staff to understand and ensuring consistent member experiences through training and resources. Additionally, this leader will facilitate a positive integration of accounts and UMR's cultures, align staff with the business transformation, and function as a resource for employees. Further, this leader will also serve in a consultative capacity across UMR to measure service quality, provide feedback, and drive service improvements. This role requires forward-thinking to anticipate cultural and service shifts for clients and provide resources and consultation across all UMR Operations. You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: Collaborate with clients to understand and align with expected service culture and member experience Identify and establish the necessary infrastructure and strategies to support the service culture framework, ensuring a smooth integration and transition for GEHA employees and customers to UMR Develop and implement a comprehensive service culture framework that aligns with client service expectations and UMR's organizational goals Implement a communication strategy to ensure ongoing visibility and awareness of identified client's mission, vision, brand, and culture, driving operational excellence within the member experience Develop relationships with leaders across UMR, including managers and supervisors, to understand challenges and gather ideas for process improvement in service and people integration Anticipate and proactively address cultural and service shifts for clients, ensuring the ongoing relevance and effectiveness of the service culture framework Establish the necessary infrastructure and strategies to support the service culture framework, ensuring a smooth integration and transition for GEHA employees and customers to UMR Provide leadership and guidance to foster a positive integration of clients and UMR's cultures, promoting open communication and collaboration to ensure a successful transition and alignment with the business transformation Serve in a consultative capacity across UMR, collaborating with other leaders to measure service quality, gather feedback, and drive continuous improvements Stay updated on industry trends and best practices in service and employee culture, incorporating relevant knowledge into the integration process Collaborate with leadership to understand their evolving brand and culture, enhancing the member experience through continuous improvement initiatives 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 healthcare operations leadership experience 3+ years of business project management experience 3+ years of experience with business operations strategy Experience leading and facilitating strategy discussion and driving diverse teams to consensus and prompt decision-making Demonstrated progressive career and leadership accomplishments Solid understanding of service culture frameworks, employee engagement strategies, and change management principles Project Management and experience in analysis of business process and workflow and providing an evaluation, benchmark and/or process improvement recommendations Solid ability to collaborate and integrate multiple perspectives yet are willing and able to be decisive in service of a strategic vision Excellent problem solving, planning and decision-making skills. Accurately scopes out projects, sets objectives and goals, develops schedules and resource assignments, measures performance against goals, and evaluates results Proven Cross-functional influence and well-developed relationship building skills, willing to take a leadership role driving initiatives, working across organizations, and structuring approaches to new opportunities Exceptional conceptualization skills, able to take abstract ideas and materialize them into strategies and execution plans All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, or Washington, D.C. Residents Only: The salary range for this role is $104,700 to $190,400 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. 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.
Created: 2024-09-12