Universal Health Care Work Values

Daily Duties at Universal Health Care:

Report directly to the COO of the company. Responsible for all 400 seat multi-site, inbound/outbound member services and sales support operation. Directly supervise 5 Sr. Director and senior level managers within an inbound/outbound internal customer service, sales support call center and outsoursed vendor center. Began as Project Consultant with company to build out internal call center operation. Selected as VP of Member Services within 2 months. • P&L responsibility for $20MM; manage 5 direct and 13 indirect reports, and 250+ total employees. • Directed project to Transition sales and servicing operations from vendor dependency to internal center within 3 months delivering $1.5 MM savings for 2009 and building second internal satellite center 2010. • Delivered virtual call center, auto dialer and workforce management technology to drive 90% service levels within 3 months. • Transitioned telesales and agent support functions from vendor to internal call center resulting in a 30% savings in cost per application. • Partnered with IT, Sales and Marketing to deliver lead management system to drive open enrollment sales efficiency with expected 10% membership gains. • Implemented innovative points based incentive plan for sales and service driving call quality from 50% to 90% in 3 months. • Restructured operating model to deliver operating and strategy components with shared accountability in hybrid sales and service environment. • Implemented Service Excellence Model for specialized servicing and member outreach to drive member retention improvement by 20%. • Expanded operations by implementing and completing plan to bring up second internal center in Jackson, MS. • Managed vendor partner C3 relationship to expand capacity and redundancy for Outbound Education and Verification calls and inbound Member and Provider Services. • Implemented Six Sigma methodologies to drive process development and metrics driven environment in new internal call center meeting CMS compliance objectives within 2 months. • Chair business wide steering committee to drive member retention from 20% to 30%.

What they like about Universal Health Care:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Call Center, Medicare, Health insurance, Consumer Finance, Collection, Government

Skills

P&L responsibilities, Presentation, Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts., Technology Solutions, Sales Support, Software Implementation, Requirements Analysis & Specification, Leadership , Call Center Technolgy, Account management

These are some of the questions we asked our climbers about their experiences with Universal Health Care: