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|Employee Success Factors |
|Employees at UnitedHealth Group are expected to achieve the mission and deliver exceptional performance for our customers and the business, with energy, |
|focus, flexibility, and personal character. The Employee Success Factors define the behaviors that contribute to achieving those expectations. |
|Focus on Customers |Act as a Team Player |
|Identify and Exceed Customer Expectations |Collaborate with Others |
|Responds in a timely, professional manner to customer requests and concerns.|Develops and maintains productive working relationships with others. |
|Strives to exceed customer expectations and metrics. |Shows commitment to team success over personal success. |
|Consistently meets commitments to customers. |Actively shares information and expertise with others who need it. |
|Improve the Customer Experience |Demonstrate Diversity Awareness |
|Identifies or develops new processes to enhance customer outcomes. |Treats all people in the work environment with respect. |
|Escalates customer feedback as appropriate. |Seeks input from people with different perspectives and backgrounds. |
|Builds strong relationships with customers. |Works collaboratively with people who have perspectives, backgrounds, |
| |styles, and opinions different from one's own. |
| |Learn and Develop |
| |Proactively works to develop new knowledge and skills. |
| |Readily seeks new work challenges and opportunities. |
| |Adapts behavior in response to feedback and experience. |
|Make Fact-based Decisions |Support Change and Innovation |
|Use Sound Judgment |Work Effectively in a Changing Environment |
|Makes logical, fact-based decisions. |Quickly adapts to change, refocusing efforts as needed. |
|Analyzes problems and situations to uncover root causes. |Maintains a positive attitude in response to change and uncertainty. |
|Takes decisive action in the face of ambiguous or incomplete information. |Effectively handles shifting demands and multiple priorities. |
|Apply Business Knowledge |Contribute Innovative Ideas |
|Demonstrates understanding of the organization’s mission and values. |Continually looks for ways to streamline processes, reduce costs and |
|Demonstrates understanding of how own work contributes to the achievement of|accomplish goals. |
|organizational and departmental goals. |Takes appropriate, well-reasoned risks. |
|Considers the impact of decisions on other parts of the business. |Seeks innovative solutions and communicates ideas as appropriate. |
|Deliver Quality Results |Communicate Effectively |
|Drive for Results |Speak and Write Clearly |
|Demonstrates urgency in pursuing goals. |Speaks clearly and expresses self well in groups and in one-to-one |
|Puts in extra effort to accomplish critical or difficult tasks. |conversations. |
|Stays focused, overcoming distractions and obstacles to achieve goals. |Conveys written information clearly and effectively in both formal and |
|Manage Time Effectively |informal documents. |
|Prioritizes work to meet demands and achieve expected outcomes. |Presents a logical and compelling case for proposals or arguments. |
|Manages workload wisely, putting effort and time where it is needed most. |Listen Actively |
|Uses available resources to complete work on time and within budget. |Listens carefully and attentively to others, and conveys genuine interest. |
|Produce High-Quality Work |Paraphrases or summarizes to ensure understanding. |
|Carries out assignments with thoroughness, accuracy and attention to detail.|Asks clarifying questions to check for understanding. |
|Monitors own work to ensure quality. |Influence Others |
|Proactively identifies opportunities to improve quality. |Presents a logical and persuasive case when offering ideas and opinions. |
| |Tactfully and sensitively handles disagreements and opposing viewpoints to |
| |arrive at win-win solutions. |
| |Positions ideas and recommendations to address the needs and concerns of |
| |others. |
|Act Ethically |[pic] |
|Demonstrate Integrity | |
|Shows consistency between words and actions. | |
|Makes ethical business decisions. | |
|Reports misconduct as appropriate. | |
|Comply with Applicable Laws, Regulations and Policies | |
|Complies with applicable local, state and federal laws and other regulations| |
|(e.g., HIPAA). | |
|Follows UnitedHealth Group's Principles of Ethics and Integrity. | |
|Completes Ethics and Integrity education programs as required. | |
Focus on Customers
• Identify and Exceed Customer Expectations
o Understands who one’s customers are, and how to best serve their needs.
o Responds in a timely, professional manner to customer requests and concerns.
o Strives to exceed customer expectations and metrics.
o Seeks customer feedback and changes behavior as needed.
o Consistently meets commitments to customers.
• Improve the Customer Experience
o Identifies or develops new processes to enhance customer outcomes.
o Escalates customer feedback as appropriate.
o Builds strong relationships with customers.
o Anticipates emerging customer trends.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Identify and Exceed Customer Expectations |Identify and Exceed Customer Expectations |Identify and Exceed Customer Expectations |
|Is sometimes unresponsive or slow to respond to |Understands one’s customers and their needs |Understands who one’s customers are and how to|
|customer requests and concerns. |and concerns. |best serve their needs. |
|Does not seek customer feedback. |Responds in a timely, professional manner to |Proactively solicits customer feedback and |
|Often fails to meet commitments to customers. |customer requests and concerns. |changes behavior as needed. |
|Improve the Customer Experience |Readily accepts customer feedback and changes |Consistently exceeds customer commitments, |
|Builds few strong working relationships with |behavior as needed. |expectations and metrics. |
|customers. |Consistently meets customer commitments, |Improve the Customer Experience |
|Does not recognize or attend to emerging customer |expectations and metrics. |Builds strong, lasting working relationships |
|needs, trends or opportunities to improve customer|Improve the Customer Experience |with many customers. |
|outcomes. |Builds strong working relationships with |Anticipates and addresses emerging customer |
| |customers. |trends. |
| |Escalates customer feedback as appropriate. |Identifies or develops new processes to |
| |Recognizes the need or opportunity for new |enhance customer outcomes. |
| |processes to enhance customer outcomes. | |
Make Fact-based Decisions
• Use Sound Judgment
o Makes logical, fact-based decisions.
o Analyzes problems and situations to uncover root causes.
o Takes decisive action in the face of ambiguous or incomplete information.
• Apply Business Knowledge
o Demonstrates understanding of the organization’s mission and values.
o Demonstrates understanding of how own work contributes to the achievement of organizational and departmental goals.
o Considers the impact of decisions on other parts of the business.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Use Sound Judgment |Use Sound Judgment |Use Sound Judgment |
|Analyzes problems in a superficial manner. |Gathers and analyzes information to understand|Digs deeply and critically evaluates |
|Makes decisions that are not supported by logic or |problems and situations. |information to uncover root causes. |
|facts. |Makes logical, fact-based decisions. |Takes decisive action in the face of |
|Makes snap judgments |Apply Business Knowledge |ambiguous or incomplete information |
|Apply Business Knowledge |Demonstrates understanding of the |Apply Business Knowledge |
|Does not understand the organization’s mission and |organization’s mission and values. |Helps others understand the |
|values. |Demonstrates understanding of how own work |organization’s mission and values, and |
|Does not see how own work contributes to the |contributes to the achievement of |how their work contributes to the |
|achievement of organizational and departmental |organizational and departmental goals. |achievement of organizational and |
|goals. |Recognizes the impact of decisions on other |departmental goals. |
|Does not recognize the impact of decisions on other|parts of the business. |Makes decisions and takes action that |
|parts of the business. | |clearly support the organization’s |
| | |mission and values. |
| | |Anticipates the impact of decisions on |
| | |other parts of the business. |
Deliver Quality Results
• Drive for Results
o Takes personal accountability for achieving goals.
o Demonstrates urgency in pursuing goals.
o Puts in extra effort to accomplish critical or difficult tasks
o Stays focused, overcoming distractions and obstacles to achieve goals
o Follows through on commitments, and communicates early when commitments are at risk.
• Manage Time Effectively
o Prioritizes work to meet demands and achieve expected outcomes.
o Manages workload wisely, putting effort and time where it is needed most.
o Uses available resources to complete work on time and within budget.
• Produce High-Quality Work
o Carries out assignments with thoroughness, accuracy and attention to detail.
o Acknowledges own mistakes and works quickly to correct them.
o Monitors own work to ensure quality.
o Consistently achieves quality metrics, where applicable.
o Proactively identifies opportunities to improve quality.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Drive for Results |Drive for Results |Drive for Results |
|Conveys little urgency in achieving objectives and|Demonstrates urgency in pursuing goals. |Demonstrates strong urgency, acting quickly to|
|results. |Puts in extra effort to accomplish critical or |address problems and opportunities. |
|Does not look for or easily accept ownership and |difficult tasks and follow through on commitments. |Stays focused, overcoming distractions and |
|accountability for objectives and results. |Takes personal accountability for achieving goals. |obstacles to achieve goals. |
|Fails to follow through and achieve objectives and|Manage Time Effectively |Follows through on commitments, and |
|results. |Prioritizes work to meet demands and achieve expected |communicates early when commitments are at |
|Manage Time Effectively |outcomes. |risk. |
|Does not adhere to clear priorities, spending too |Manages workload wisely, putting effort and time where|Holds self accountable for the highest levels |
|much time on lower-priorities and not enough on |it is needed most. |of performance. |
|higher-priorities. |Uses available resources to complete work on time and |Manage Time Effectively |
|Is easily distracted, often allowing day-to-day |within budget. |Establishes, communicates and stays focused on|
|issues to monopolize his/her time and attention. |Produce High-Quality Work |clear priorities for achieving objectives and |
|Does not complete work on-time or within budget. |Carries out assignments with thoroughness, accuracy |outcomes. |
|Produce High-Quality Work |and attention to detail. |Identifies and implements changes that save |
|Lacks attention to details and accuracy (i.e., |Monitors own work to ensure quality. |time or otherwise improve efficiency. |
|work often requires correction). |Acknowledges own mistakes and works quickly to correct|Manages workload very effectively, getting a |
|Does not monitor own work quality or take action |them. |great deal accomplished in the time available.|
|quickly to address mistakes. |Consistently achieves quality metrics, where |Completes work on time and within budget. |
|Does not achieve organizational quality |applicable. |Produce High-Quality Work |
|requirements or metrics. | |Completes all work with great thoroughness, |
| | |accuracy and attention to detail. |
| | |Completes assignments ahead of schedule and/or|
| | |under budget while maintaining quality. |
| | |Consistently exceeds quality metrics, where |
| | |applicable. |
| | |Proactively identifies opportunities to |
| | |improve quality. |
Act Ethically
• Demonstrate Integrity
o Shows consistency between words and actions.
o Makes ethical business decisions.
o Reports misconduct as appropriate.
o Does what is right, despite personal risk or discomfort.
o Uses company resources appropriately (e.g., technology, supplies)
• Comply with Applicable Laws, Regulations and Policies
o Complies with applicable local, state and federal laws and other regulations (e.g., HIPAA).
o Acts in accordance with UnitedHealth Group's values.
o Follows UnitedHealth Group's Principles of Ethics and Integrity.
o Complies with UnitedHealth Group's Information Security Policies and Standards.
o Safeguards company resources and property.
o Completes Ethics and Integrity education programs as required.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Demonstrate Integrity |Demonstrate Integrity |Demonstrate Integrity |
|Behaves in ways that are inconsistent with company|Shows consistency between words and actions. |Advocates or promotes ethical behavior to |
|values. |Makes ethical business decisions. |others. |
|Acts in ethically questionable ways. |Reports misconduct as appropriate. |Anticipates and proactively addresses ethical |
|Does not confront, remedy or stop misconduct or |Uses company resources appropriately (e.g., |issues. |
|unethical behavior. |technology, supplies). |Does what is right, despite personal risk or |
|Abuses company resources and/or tolerates others’ |Comply with Applicable Laws, Regulations and |discomfort. |
|abuse. |Policies |Encourages others to address misconduct or |
|Comply with Applicable Laws, Regulations and |Complies with applicable local, state and |unethical behavior. |
|Policies |federal laws and other regulations (e.g., |Comply with Applicable Laws, Regulations and |
|Fails to comply with applicable local, state and |HIPAA). |Policies |
|federal laws and other regulations (e.g., HIPAA). |Acts in accordance with UnitedHealth Group’s |Helps others to comply with applicable local, |
|Does not act in accordance with UnitedHealth |values and Principles of Ethics and Integrity.|state and federal laws and other regulations |
|Group’s values and Principles of Ethics and |Complies with UnitedHealth Group's Information|(e.g., HIPAA). |
|Integrity. |Security Policies and Standards. |Advocates or promotes the importance of acting|
|Does not comply with UnitedHealth Group's |Safeguards company resources and property. |in accordance with UnitedHealth Group’s values|
|Information Security Policies and Standards.. |Completes Ethics and Integrity education |and Principles of Ethics and Integrity. |
|Does not complete required Ethics and Integrity |programs as required. |Ensures that others safeguard company |
|education programs. | |resources and property. |
Act as a Team Player
• Collaborate with Others
o Develops and maintains productive working relationships with others.
o Considers other points of view, and seeks to find common ground.
o Constructively manages conflict to arrive at win-win solutions.
o Leverages the talents and expertise of co-workers to arrive at the best solution.
o Shows commitment to team success over personal success.
o Actively shares information and expertise with others who need it.
o Consistently focuses on outcomes, without assigning blame.
• Demonstrate Diversity Awareness
o Treats all people in the work environment with respect.
o Seeks input from people with different perspectives and backgrounds.
o Works collaboratively with people who have perspectives, backgrounds, styles, and opinions different from one's own.
o Encourages others to respect everyone's contributions, regardless of differences in culture or background.
o Leverages the diverse talents of others to accomplish objectives.
• Learn and Develop
o Builds self-awareness to understand own strengths and development needs.
o Proactively works to develop new knowledge and skills.
o Readily seeks new work challenges and opportunities.
o Invites feedback to improve own performance.
o Accepts feedback openly and non-defensively.
o Adapts behavior in response to feedback and experience.
o Admits mistakes and learns from experience.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Collaborate with Others |Collaborate with Others |Collaborate with Others |
|Develops few productive working relationships.|Develops and maintains productive working |Builds strong networks and working relationships |
|Ignores or discounts others’ views. |relationships with others. |within and across organizational lines. |
|Creates tension or conflict by putting own |Considers other points of view, and seeks to find|Leverages the talents and expertise of others to |
|needs and success ahead of others’ or the |common ground. |arrive at the best solution. |
|team’s. |Demonstrates commitment to team and personal |Places the team’s interests ahead of personal |
|Does not share relevant information or |success. |interests. |
|expertise with others. |Actively shares information and expertise with |Initiates open discussion and debate to surface |
|Tends to focus on assigning blame more than |others who need it. |essential issues. |
|finding the best solution. |Consistently focuses on outcomes, without |Focuses on finding the best solution and discourages |
|Demonstrate Diversity Awareness |assigning blame. |finger-pointing. |
|Shows inconsistent respect and sensitivity to |Constructively manages conflict (e.g., engages in|Constructively manages conflict and arrives at |
|others. |open discussion and debate). |win-win solutions. |
|Discounts the input from people with different|Demonstrate Diversity Awareness |Demonstrate Diversity Awareness |
|perspectives and backgrounds. |Treats all people in the work environment with |Treats all people with respect and encourages others |
|Works well with only a select few people or |respect. |to do so as well. |
|groups (often those who are most similar to |Readily accepts input from people with different |Actively seeks the input of people with different |
|him/herself). |perspectives and backgrounds. |perspectives and backgrounds. |
|Learn and Develop |Works collaboratively with people who have |Encourages others to respect everyone's |
|Overestimates own knowledge, skills and |differing perspectives, backgrounds, styles, and |contributions. |
|abilities. |opinions. |Leverages the diverse talents of others to accomplish|
|Reacts defensively or otherwise discounts |Learn and Develop |objectives. |
|feedback from others. |Readily seeks new work challenges and |Learn and Develop |
|Does not change in response to feedback or |opportunities. |Demonstrates strong awareness of own strengths and |
|experience. |Accepts feedback openly and non-defensively. |limitations. |
| |Admits mistakes and learns from experience. |Invites feedback to improve own performance. |
| |Adapts behavior and works hard to develop new |Actively seeks specific work experiences and |
| |knowledge and skills. |challenges to enhance readiness for future work |
| | |demands and opportunities. |
Support Change and Innovation
• Work Effectively in a Changing Environment
o Conveys openness to change, and a willingness to try new things.
o Quickly adapts to change, refocusing efforts as needed.
o Maintains a positive attitude in response to change and uncertainty.
o Effectively handles shifting demands and multiple priorities.
• Contribute Innovative Ideas
o Challenges the way things have always been done.
o Continually looks for ways to streamline processes, reduce costs and accomplish goals.
o Takes appropriate, well-reasoned risks.
o Seeks innovative solutions and communicates ideas as appropriate.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Work Effectively in a Changing Environment |Work Effectively in a Changing Environment |Work Effectively in a Changing Environment |
|Resists or does not readily adapt to change. |Conveys openness to change, and a willingness |Shows energy and enthusiasm in response to |
|Becomes ineffective or unproductive due to change,|to try new things. |change and innovation. |
|uncertainty, ambiguity, or multiple demands. |Quickly adapts to change, refocusing efforts |Proactively prepares self and others for |
|Creates or accepts barriers to improvement and |as needed. |change |
|innovation. |Maintains a positive attitude in response to |Thrives in conditions of constant change and |
|Contribute Innovative Ideas |change and uncertainty. |ambiguity. |
|Demonstrates a strong desire to do things the way |Effectively handles shifting demands and |Supports the efforts of others to drive change|
|they have always been done. |multiple priorities. |and innovation. |
|Seldom looks for new ways to streamline processes,|Contribute Innovative Ideas |Contribute Innovative Ideas |
|reduce costs or accomplish goals. |Challenges the way things have always been |Challenges the way things have always been |
|Generally avoids taking risks. |done. |dome and finds better options or approaches. |
| |Often looks for ways to streamline processes, |Continually looks for ways to streamline |
| |reduce costs and accomplish goals. |processes, reduce costs and accomplish goals. |
| |Takes appropriate, well-reasoned risks. |Creates team energy and enthusiasm to identify|
| |Seeks innovative solutions and communicates |and develop innovative solutions. |
| |ideas as appropriate. | |
Communicate Effectively
• Speak and Write Clearly
o Speaks clearly and expresses self well in groups and in one-to-one conversations.
o Conveys written information clearly and effectively in both formal and informal documents.
o Adapts communications to address the needs of the audience.
o Presents a logical and compelling case for proposals or arguments.
• Listen Actively
o Listens carefully and attentively to others, and conveys genuine interest.
o Paraphrases or summarizes to ensure understanding.
o Asks clarifying questions to check for understanding.
• Influence Others
o Presents a logical and persuasive case when offering ideas and opinions.
o Tactfully and sensitively handles disagreements and opposing viewpoints to arrive at win-win solutions.
o Positions ideas and recommendations to address the needs and concerns of others.
|MARGINAL | |EFFECTIVE | |OUTSTANDING |
|1 |2 |3 |4 |5 |
|Speak and Write Clearly |Speak and Write Clearly |Speak and Write Clearly |
|Speaks in a way that makes it difficult for |Speaks clearly and expresses self well in |Speaks in a clear, well-organized and concise |
|others to grasp the main or important points |groups and in one-to-one conversations. |manner in individual and group settings. |
|(e.g., mumbles, rambles, goes on tangents). |Conveys written information clearly in both |Writes in a clear, well-organized and concise |
|Writes in a way that makes it difficult for |formal and informal documents. |manner in both formal and informal documents. |
|others to grasp the main or important points |Adapts communications in response to the needs|Anticipates audience needs and interests and |
|(e.g., disorganized, spelling or grammatical |of the audience. |tailors communications accordingly. |
|errors. |Presents a logical case for proposals or |Presents a logical and compelling case for |
|Does not adjust communications to meet |arguments. |proposals or arguments. |
|audience needs or interests. |Listen Actively |Listen Actively |
|Listen Actively |Listens carefully and attentively to others |Listens carefully and attentively and conveys |
|Verbal and/or non-verbal behavior discourages |(e.g., establishes eye contact, nods or |genuine interest in what others are saying. |
|others’ input (e.g., does not establish eye |otherwise conveys attentiveness). |Consistently takes steps to ensure |
|contact, interrupts others). |Takes some steps to ensure understanding |understanding (e.g., asking clarifying |
|Does not take action to ensure understanding |(e.g., asking clarifying questions or |questions or paraphrasing to check for |
|(e.g., ask questions or paraphrase). |paraphrasing to check for understanding). |understanding). |
|Influence Others |Influence Others |Influence Others |
|Offers ideas, opinions or arguments that are |Presents a logical case when offering ideas |Presents a logical and persuasive case when |
|not logical or are otherwise not persuasive. |and opinions. |offering ideas and opinions. |
|Does not constructively address disagreement |Tactfully and sensitively handles |Tactfully and sensitively handles |
|or opposing viewpoints (e.g., gives up or |disagreements and opposing viewpoints (e.g., |disagreements and opposing viewpoints and |
|presses own position too forcefully). |engages in open discussion). |arrives at win-win solutions. |
|Does not take others’ needs or interests into |Positions ideas and recommendations in |Anticipates others’ needs and interests and |
|account when presenting ideas and |response to the needs and concerns of others. |positions ideas and recommendations to address|
|recommendations. | |them. |
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