Manager Of Customer Service - Minnetonka, MN

Unitedhealth Group Inc. Minnetonka , MN 55345

Posted 2 months ago

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)

UnitedHealth Group's R&D efforts are driven by math, data, and clinical science, but also focus on the human connections required to understand and treat the chronic diseases that afflict nearly half of the world's population. To do so, our team tracks the latest in science, technology, and clinical care - including what we can learn from our own data. We then apply these things via research studies, clinical trials, and pilot programs that identify new ways to prevent, detect, and intercept disease for our members.

UnitedHealth Group's Research and Development team is looking for a Manager of Customer Service to manage a team of internal and external engagement specialists supporting R&D's research trials and studies. This role will work with study coordinators and operational leaders to ensure specialists are trained on study protocols and systems to support enrollment and ongoing engagement of study participants.

Primary Responsibilities:

  • Understand operational details of multiple study protocols and manage resources to meet needs

  • Delegate work assignments, daily activities, and scheduling with internal and external resource teams

  • Develop and conduct trainings on protocols and technologies used by engagement specialists

  • Monitor engagement specialist service levels and protocol knowledge, providing additional training and direction where needed

  • Assist in hiring new contractors and staff to meet study needs

  • Create awareness of issues and work with study coordinators to improve participant experience

  • Ensure adverse events and escalated issues are resolved, documented, and implement measures to reduce participant issues

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:

  • Undergraduate degree or equivalent experience

  • Experience in a call center environment

  • Knowledge and understanding of Call Center, Salesforce, Qualtrics, Social Media and digital marketing technologies

Preferred Qualifications:

  • Ability to prioritize and manage multiple projects simultaneously

  • Possess clear, concise, and professional verbal and written communication abilities

  • Expertise in presentation, training, and teaching skills

Careers at UnitedHealth Group. We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these select few, we offer the global reach, resources and can-do culture of a Fortune 6 company. We provide an environment where you're empowered to be your best. We encourage you to take risks. And we offer a world of rewards and benefits for performance. We believe the most important is the opportunity to do your life's best work.(sm)

For more information on our Internal Job Posting Policy, click here.

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: Manager of Customer Service, Minnetonka, MN, Minnesota

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Manager Of Customer Service - Minnetonka, MN

Unitedhealth Group Inc.