Customer Service & Sales Manager - San Juan, PR

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is responsible for the operation of Multi competency model (MCM) managing 6 months M&R Government member services customer service business for peak season and another 6 months managing the AEP season of Inside Sales Department of meeting or exceeding sales goals for UnitedHealthcare Medicare Solutions. As a manager, you will oversee the successful achievement of results across UHC Member services & UHC M&R sales, management, compliance, and quality metrics for your department/site. In addition, responsibilities include sales leadership, coaching of leaders including the Supervisors and SMEs, partnering across functional areas and ongoing management of the team. This manager will specifically lead an Onsite/Hybrid Customer Service & Sales MCM Team. This position reports to the Business Leader - DTC Sales.

Primary Responsibilities:

• UHC Member Services Business:
  • Manages overall personnel, performance, and discipline of the assigned project(s)
  • Provide expertise and leadership in assigned functional area
  • Mentor and coach supervisors on day-to-day operation activities
  • Lead internal management reviews, business reviews and quality reviews discussions with customer
  • Monitor human capital guidelines adherence of the team
  • Participate in management appraisal cycle discussions
  • Manage relationship with internal stakeholders and functions
  • Manage all client interaction and client communication. Should front end the relationship with the client
  • Review and analysis of periodic reports and metrics
  • Communicate progress and report key metrics to senior leadership; work on action plans to improve
  • Evaluation of operational practices and procedures
  • Provide support to quality initiatives targeted towards process improvements
  • Actively involved in the internal audit support, ensuring all compliance parameters are met
  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork
  • Provide direction to staff; ensure resolution of problems; sets priorities
  • Perform staff reviews and prepare performance documents for assigned personnel
  • Actively provides inputs and assistance to the senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures, specifically relating to his/her assigned project(s)
  • Responsible for managing attrition and building retention strategies
  • Preparation of annual business plans including operating budgets
  • Negotiating solutions, resolving conflicts and anticipating/handling critical situations • Providing regular performance feedback
  • Other duties may apply
• DTC Sales Business:
  • Provide leadership to staff with multiple roles (agents, team leads and supervisors)
  • Develop and enhance sales force 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
  • Execute on sales strategies to achieve or exceed sales results. Assists in uncovering market niches and actively pursues growth opportunities
  • Organizes and leads staff's efforts to ensure both compliance with CMS standards and company policy
  • Champion Continuous Improvement with 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 products, industry and competitors
  • 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 telemarketing strategy within assigned territory 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
  • Perform other related duties as required to achieve the goals and objectives of the company and department

***ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION***

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:

• Have or able to Obtain within 90 days a Health & Life Insurance License for Puerto Rico and all other states (Disability & Health Services)
• Ability to obtain additional insurance licenses if required by business
• 5+ years of overall work experience
• 3+ years of leadership experience (supervision, coaching, corrective action plans, payroll)
• 2+ years of in-bound/out-bound Inside Sales management or Customer Service with a proven track record for results with high-touch prospects or comparable experience
• Knowledge of CMS regulations and standards
• Proficient in MS Office with solid computer skills (e.g., multiple systems experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel, MPP, Microsoft Project, OneNote)
• Fully Bilingual Spanish/English

Preferred Qualifications:

• Health Insurance or financial services industry experience
• Medicare & Retirement experience
• Telemarketing experience

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.

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