UnitedHealth GroupAssociate Director Readiness
Aug. 2021United States• Collaboration with project teams to implement new procedures and critical thinking to mitigate risks that deliver organizational readiness for critical National / Key Account Spotlight client relationships and impacting the healthcare experience of millions of members. • Readiness leadership for customer service migration of 200 agents through an end-to-end system expansion across three distinct member service functions: 1)inbound call delivery, 2) live chat, and 3) new CRM deployment. Proactively addressing user testing, training, operational readiness, and system migrations to deliver without impact to member experience and ensure service-ready for anticipated member growth.
• Product Owner of ECHO (Endpoint Computer Health Operations) which is a technical capability to actively validate employee computer performance, particularly through heavy peak season call volumes. In 2023, this resulted in a 90% YOY reduction in computers over reboot threshold, 48% YOY reduction in computers issues requiring technical support tickets, 18% YOY reduction in computers with poor wi-fi signal strength, all driving improvement to member service call handle time, reducing frustrations of employees and negative member impact from dropped calls as shown through improved NPS. • Area Product Owner of Customer Trust, $6M capability which ensures benefit accuracy and improved member experience by simulating and automating validation tools to detect and resolve issues prior to any member encountering an error. Collaboration with the Scrum Team to create analytical frameworks, data models, and relevant insights to validate member impact through machine learning and artificial intelligence tools.
• Delivered weekly peak season executive reporting on prioritized strategic initiatives surrounding readiness which covers all aspects of organizational risk and mitigation strategies. Developing the executive writing skills in others through collaborative coaching.