Member Services Manager - Hybrid in Indianapolis, IN

At UnitedHealthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Oversee the activities of member services, including, but not limited to, member experience admin team, member helpline telephone performance, member outbound call centers, member e-mail communications, member education, the member website, member outreach programs, development, approval, and distribution of member materials
• Manage the member grievances and appeals process and work closely with other managers (especially, the Quality Manager, Utilization Manager, and Medical Director) and departments to address and resolve member grievances and appeals
• Ensures successful orientation and on-going training for member services helpline representatives to support accurately informing members of how their plan works and availability of covered services, benefit limitations, health screenings, emergency services, PMP assignment and changes, preventative and enhanced services, member grievances and appeals procedures
• In close coordination with other key staff, ensure that member services operations are compliant with the terms of the contract
• Oversees operational metrics, contract compliance and key performance indicators
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Interfaces with the State regulators as key staff outlined in program contracts

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:

• 3+ years of call center management experience, including knowledge of member services
• Understanding of call center performance metrics and measurements
• Indiana resident located within 60 miles of Indianapolis, IN

Preferred Qualifications:

• 3+ years of managed care experience supporting individuals who are aged, blind, disabled, and/or receiving long-term supports and services
• 2+ years of experience with direct reports
• Experience with Medicaid or Medicare, especially Long Term Supports and Services programs
• Experience working within a matrix organization
• Knowledge of call center systems

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.