Sr. Manager Administrator Contact Center - Remote

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together.

Responsible for leadership, management, and oversight of continuous operations (24X7) of the Contact Center. Responsible for strategic planning, oversight and development of Contact Center service strategies including maximization and use of all types of multi-media technologies including telephony and other call center system technologies, processes, and staff.

If you are located in Texas, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities

• Lead and develop interrelationships between the Contact Center, other departments (including IT, Marketing/Business Development, Health Care Finance, Kelsey Care powered by Cigna, Kelsey Care Advantage, Pharmacy, After Hours Nurse Triage), and clinics
• Establish and develop successful relationships that provide in-depth understanding and communication of the needs of the clinics, the doctors, the patients, and the Contact Center
• Provide leadership and functional direction regarding all outbound marketing/preventive medicine related campaigns Establish and manage center operating budget to ensure establish targets enable achievement of industry best practice benchmarks
• Operational oversight includes: call forecasting and staff planning, quality performance monitoring, establishment of performance metrics and ongoing performance improvement processes
• Coaching, counseling and professional development of Contact Center staff
  
  

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

• College level work and comparable experience will be accepted in lieu of degree on a year-for-year basis
• 5+ years progressive contact center management of a 24 x 7 operation which directly supports in-bound and outbound call activities or 5+ years of experience in a strategic leadership or operations management role
• Demonstrated track record of exhibiting solid leadership skills with the ability to develop and execute both strategic and tactical business initiatives
• Demonstrated solid communication and interpersonal skills with the ability to present information concisely in order to drive decisions and action
  
  

Preferred Qualifications

• 10+ years of experience managing a large multi-specialty medical practice, integrated delivery system, insurance plan or health care related contact center
• Experience with Epic Healthcare system
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
  
  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.