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Director Customer Service - OptumRx - Orlando, FL

UnitedHealth Group

Orlando, FL
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Job Details

733122 Director Customer Service OptumRx Orlando FL

Director Customer Service - OptumRx - Orlando, FL (733122)

Position Description

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)

 OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx. 


If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.  


Primary Responsibilities: 

  • Provide leadership for managers and supervisors, as well as the 150+ customer service advocates in an inbound call center environment
  • Day to day oversight of 24 / 7 call center and daily metrics
  • Manage key performance indicators (KPI) for service metrics daily, weekly, monthly
  • Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
  • Define, communicate, and implement a best in class customer service value model
  • Partner with other departments and management to accommodate timely and complete issue resolution
  • Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
  • Engage in cross-functional tactical process design to support end-to-end issue resolution
  • Identify and resolve technical, operational and organizational issues
  • Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction
  • Ability to drive change and influence individuals at all levels in the organization
  • Ability to translate business strategies into clear objectives for the team
  • Excellent team leadership, project management and program management skills
  • Maintains positive, constructive working relationships internal customers
  • Demonstrates solid understanding of the organization's mission and strategy
  • Strong ability to articulate and manage an end-to-end business model
  • Interact / present to high touch clients
  • Transition business / migrate business into core OptumRx's processes
  • Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
  • Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
  • Work most often impacts a large business unit, or multiple markets / sites

Required Qualifications:

  • 3 or more years of experience in a call center or production environment
  • 5 or more years of Management experience
  • Proficient in Microsoft Word, Excel, and PowerPoint

Preferred Qualifications: 

  • Bachelor’s degree
  • 5 or more years of Inbound Call Center experience


Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you'll fill far more than prescriptions. As a member of one of our pharmacy teams, you're empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing 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:  Director, Customer Service, OptumRx, Orlando, FL, Florida



Job Details

  • Contest Number733122
  • Job TitleDirector Customer Service - OptumRx - Orlando, FL
  • Job FamilyCustomer Services
  • Business SegmentOptumRx

Job Location Information

  • Orlando, FL
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelDirector
  • ShiftDay Job
  • TravelYes, 25 % of the Time
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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