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Bind Service Quality Lead - Telecommute

Company: UnitedHealth Group
Location: Eden Prairie
Posted on: August 7, 2022

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)The Service Quality Lead has primary responsibility for ensuring the member experience delivered through Bind's member support channels are consistently exceptional and the teams that provide the support are trained, empowered, and technically positioned for success. Their team will deliver service that is intuitive, empathetic, seamless, and personalized.This role will be an active leader within the Member Experience organization ensuring that plan designs, sponsor nuances, Bind technology and our human service integrate in a harmonious experience. -They will also ensure the insight engine within our direct member interactions are channeled back to the organization to continuously inform experience improvement. -Their peers within Member Experience will partner to bring a unique service experience to the marketplace and our members. -The outcome of this role's team will be regularly measured and directly contribute to Bind's successful member acquisition and retention.Our service model is distributed across multiple internal and external partners leveraging multiple technologies to deliver an ever-evolving benefit; the Service Quality Leader will work cross-functionally to ensure service quality is defined, designed, and delivered throughout Bind.You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. -Primary Responsibilities:

  • Primary leader for Bind Help, ensuring the day-to-day operations of the hybrid service team are performing to the service standards defined by Bind. -Managing the partner relationships and their regular interactions with the Bind team. -Motivate and celebrate the teams - -both internal and partner
  • Direct leadership of the Escalated Help service team. -Mentoring the team manager and inspiring the team to continuously deliver on the most complex of situations and cases
  • Creation of a new service quality strategy encompassing measurement, training, and technology support across a network of internal teams including Plan Design, Product Design, Marketing, Member Experience, and Clinical. -Secure alignment and leadership support for rollout
  • Develop an internal communication strategy to evangelize the importance of quality in all engagements. -Utilize storytelling to bring the member and employee voice to the decision- making table
  • Create a deep partnership with the internal Product team and our partner's technology team to continuously push the advancement of member support technology and data use. -Represent the voice of the employee in platform improvements that help those who help our members
  • Create effective training and knowledge delivery processes in collaboration with peers in the Operations teams. -Have primary responsibility for service representative knowledge application and use
  • Advocate for service quality with the Account Partner teams to ensure new and existing sponsors' unique needs are effectively and thoroughly woven into Bind Help knowledge and training - - -
  • Participate in integrated engagement designs to create programs for specific clinical needs with fellow leaders in Clinical, Member Experience, and Marketing teams
  • Provide regular comprehensive updates to senior leadership on the performance and insight from member service channels
  • Regularly interact with members, sponsors, or benefit partners to solve leader-level situations as needed and to support the Escalated Help team leaderYou'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:
    • Bachelors degree in psychology, business management, Human resources, process improvement, organizational design or other related field
    • 8+ years in contact center management roles - with a combination of responsibilities of technology, training, and quality improvement
    • Experience in B2B and B2B2C environments
    • Keen understanding of modern contact center technology - it's application, integration, and extension to service design
    • Solid history of creating quality measurement programs and integrating disparate sources of data that could create views to Bind service quality
    • Ability to drive quality improvement initiatives in a highly-matrixed organization
    • Ability to motivate a group of leaders and frontline staff to deliver engaged experiences in a fast-paced environment where accuracy and empathy are equally important
    • Ability to influence without authority spanning partner, peer, and provider relationshipsPreferred Qualifications:
      • 10+ years of Service management or experience management
      • Quality Improvement experience, Six Sigma
      • Willingness and enthusiasm for working "at the top of your license" and well below it, frequently in the same dayTo protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employmentCareers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.(sm)Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $97,300 to $176,900. The salary range for Connecticut / Nevada residents is $97,300 to $176,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.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, Eden Prairie , Bind Service Quality Lead - Telecommute, Other , Eden Prairie, Minnesota

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