3 hours

Contact Center Scheduling Operations Support Manager - Franklin, TN

UnitedHealth Group
Franklin, TN
  • Job Code
776070 Contact Center Scheduling Operations Support Manager Franklin TN

Contact Center Scheduling Operations Support Manager - Franklin, TN (776070)

Position Description

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)


The Operations Support Manager role is responsible for providing leadership as well as day to day operational guidance to the DSNP Scheduling Operations team.  This role will be accountable for the performance and direction of all areas under the developing DSNP Contact Center. Initially the role will launch and support processes across several areas of the operation, including: communication, Workforce Management, Quality and Training, and Member Experience. This role is a highly visible leadership position that will require an individual with strategic and operational strengths who is willing to build strong partnerships with the Senior Leaders in Complex Care Management and the local markets.


Primary Responsibilities:
  • Responsible for the daily leadership and operations of the DSNP Contact Center including direct oversight of the leadership team as well as Scheduling Coordinators
  • Initially developing implementation processes for several Operational areas including WFM, Training & Quality, Member Experience and Communication
  • Develop and maintain plans of action to increase contact center capability, effectiveness and efficiency utilizing analytics to measure success
  • Partner with HouseCalls Contact Center Leadership currently utilizing a Shared Services model
  • Develop and communicate call center operational goals utilizing information and analysis of organizational strategic plans and making sure they align with corporate cultural style in all aspects of business
  • Contribute to innovative planning for contact center systems by collaborating with key stakeholders during the planning, developing and deployment of end-user functionalities, user acceptance test plans and planning and controlling implementations
  • Drive implementation and continued growth of new membership as well as local markets to meet business goals and strategies
  • Build/maintain relationships with appropriate stakeholders (Talent Acquisition, Human Capital, Clinical Leadership, IT Leadership) to drive successful business implementations/results
  • Champion UnitedHealth Group as an employer of choice by promoting culture and educating Coordinators on the life impacts we make on our Members’ lives(e.g. social responsibility, diversity)
  • Promote Employee Engagement and drive successful Vital Signs results by effectively communicating and engaging the staff in corporate cultural learnings
  • Communicate business needs into operational and development needs; identify the root cause of performance gaps and work with Supervisors and Scheduling Coordinators to gain improvement
  • Identify non-training solutions to address business needs/performance gaps, where appropriate (e.g., organization design, leadership development, change management, team dynamics)
  • Provide facilitation/support to leadership teams in order to drive achievement of their business/quality goals (e.g., strategic planning, goal identification, change management)
  • Oversee and coordinate partnerships to create a team that manages daily operations and adheres to daily operational goals to be successful and consistently pursuing success in all areas
  • Responsible for engaging with leaders and coordinators through team building activities, communications and 1:1 discussions
  • Model the organizational culture and values
Required Qualifications:
  • Bachelor’s degree or equivalent experience
  • 5+ years of Call Center/Contact Center/Professional Management experience
  • 5+ years of progressive leadership experience
  • Account Management Experience with High Profile Clients
Preferred Qualifications:
  • Experience with call center technology
  • Excellent interpersonal skills with the ability to adapt communication to audience
  • Ability to develop and manage results-oriented recruiting/training and quality monitoring programs
  • Effective leadership with strong mentoring and relationship building skills with the ability to effectively manage group and interpersonal conflict situations
  • Advanced working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Visio) and Interactive Intelligence
  • Professional and positive display of compassion and commitment to service excellence

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity 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 Details

  • Contest Number776070
  • Job TitleContact Center Scheduling Operations Support Manager - Franklin, TN
  • Job FamilyBusiness Operations
  • Business SegmentOptumCare

Job Location Information

  • Franklin, TN
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftDay Job
  • TravelYes, 25 % of the Time
  • Telecommuter PositionNo
  • Overtime StatusExempt


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Contact Center Scheduling Operations Support Manager - Franklin, TN

UnitedHealth Group
Franklin, TN

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UnitedHealth Group
Franklin, TN

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