Associate Director Dental & Vision Contact – Greensboro, NC or San Antonio, TX

UnitedHealth Group
June 4, 2021
San Antonio, TX
Job Type


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)

This opportunity is a front-line leadership role within UHC Dental & Vision Contact Center.  The role will be in our San Antonio, TX location OR Greensboro, NC location.

Primary Responsibilities:

  • Manage and be accountable for professional employees, managers and supervisors
  • Coordinate and supervise daily/weekly/monthly activities of team members
  • Set priorities for the team to ensure task completion and performance goals are met
  • Coordinate work activities with other directors, managers, departments, etc.
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Provide coaching, feedback and annual performance reviews as well as formal corrective action
  • Takes major role in setting direction and participating in or developing new programs/directions 
  • Sets team direction, resolves problems and provides mentoring and guidance to leaders and team members and other staff
  • Ensures team meets established performance metrics, outcomes and defined customer performance guarantees 
  • Adapts departmental plans and priorities to address business and operational challenges as documented within reports and data
  • Influences or provides input to forecasting and planning activities
  • Tracking and trending data, reporting team key performance metrics, measuring outcomes and implementing process improvement initiatives
  • Product, service or process decisions are most likely to impact multiple groups of employees and / or customers (internal or external)
  • Work to establish a regular meeting schedules and check-ins with Implementation team members

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 combined experience in contact/claims center supporting program / project management, delivering cross-organizational results and leading strategic initiatives of diverse scope in a cross-functional environment
  • 5+ years of combined experience and a proven track record of driving major transformational change and delivering measurable results, and developing and leading projects or initiatives
  • 5+ years of experience in working with data and making data-driven analytical decisions
  • Experience assimilating and analyzing information pertaining to constituent support and experience 
  • Experience presenting and influencing for senior level leaders and at all levels within multi- business segments
  • Experience with applying Design Thinking methodologies and/or a Human Centered Design
  • Experience motivating, training / developing, and directing people in a matrixed organization
  • Position locations either San Antonio, TX OR Greensboro, NC
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained 

Preferred Qualifications:

  • BA / BS degree 
  • Experience leading Enterprise-wide programs in a highly matrixed organization
  • Experience with the Net Promoter System (NPS), Customer Satisfaction, and External Constituent Effort Scores (Ex. Provider NPS)
  • Experience working across UHG, Optum and UHC lines of businesses
  • Good skills and knowledge of servant leadership, resilience, resourcefulness, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 7 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that’s second to none. This is no small opportunity. It's where you can 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 Keywords: Contact Center leader, Call Center leader, Director Call Center, Director Contact center, Vision, dental, healthcare, Associate Director, Dental & Vision Contact, San Antonio, TX, Texas, Greensboro, NC, North Carolina

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