United Health Group Work Values

Daily Duties at United Health Group:

Reported directly to the SVP, Sales Distribution. Responsible for all aspects of 700+ seat virtual, multi-site inbound/outbound telesales and distribution support operation. Directly supervised 5 directors and senior-level site managers within 3 inbound/outbound internal telesales centers and 3 outsourced call center relationships. Delivered leading sales channel (out of 4) based on 2006 and 2007 business results. • P&L responsibility for $45MM; managed 5 direct and 12 indirect reports, and 450+ total employees. • Implemented annual enrollment follow-up calls, increasing customer retention by 10%. • Implemented standardized quality assurance call monitoring/transaction sampling, improving call quality from 75% to 90% and reducing transaction error rates by 12%. • Managed Telesales enrollment applications quota, achieving 130% of forecast (69K against 53K quota). • Integrated Distribution Support Group into Operations and implemented service standard metrics, reducing issue resolution from 7 days to 24 hours, and enrollment commission payments from 10 days to 48 hours. • Implemented expanded phone and auto dialer systems, improving outbound productivity by 22%, from average of 180K contacts to 220K contacts monthly. • Consolidated internal centers and reduced vendor relationships, saving $2.5MM annual operating costs. • Reengineered call routing, regionalized centers, and advanced agent sales training, increasing sales conversion rates from 9% to 15%. • Responsible for outsourced call center vendor management. • Met all marketing forecast service metrics on variable inbound call volumes resulting from DRTV, direct mail, web, outbound and virtual unattended messaging campaigns. • Built enterprise virtual inbound/outbound call center network and support infrastructure, resulting in 12% increase in daily inbound calls handled, 3% point reduction in abandoned calls from (7% to 4%), and 37% increase in daily outbound calls handled per agent. • Created and implemented telesales national healthcare portfolio training, contributing to 6% point improvement in sales conversion rates and 95% pass rate on required agent licensing and certification. • Designed innovative shared-commission opportunity plan between field channels/telesales agents, increasing sales by 15%. • Implemented metrics-driven “Best Practices,” including process mapping and standardization. • Restructured Telesales and Distribution Support organization to include infrastructure capabilities and responsibility for technology, quality and business relationships.

What they like about United Health Group:

Organizations with strong, centralized leadership are particularly attractive to you. You require a work environment with leadership that aggressively seeks to expand and grow the business and does so in a visible and decisive manner. In general you prefer to work in an environment in which there is a strong link between leadership, its actions, and a strong set of company-wide values.

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 United Health Group: