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:

A hiring company that offers alternative approaches to pay, performance bonuses, and/or equity in the firm is very attractive to you. You're generally less interested in working for an organization offering only traditional, salary-based compensation, one with limited opportunity to acquire equity in the firm, or one that does not actively promote skill development. In addition, you are more likely to choose a company that offers a variety of internal career options, with defined career paths. You view the learning of new skills and development of your expertise as key to your career advancement. These aspects of an organization may become even more important to you as you progress in your field, and are especially critical if you change career or occupation.

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: