Customer Service Supervisor

Requisition number: 2356730

Job category: Customer Services

This position is Remote in MA, CT, RI, NH, VT or NY. You will have the flexibility to work remotely* as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Under general direction, is responsible for the overall operational success, performance and experience of a Regional Access Team(s) for Service Line (s).

Guides the Regional Access team and is responsible for meeting company objectives and goals expected from this multi-faceted team and within the matrix teams of clinical practices and regional access center working in a hybrid setting.

Leads implementation of new initiatives and performance improvement work. Manages both people and processes, tracking quantity and quality of agent performance and customer experience and the impact on the overall performance of the center, forecasting phone and MyChart volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated regional access team.

Responsible for ensuring smooth operations of the Regional Access Teams through, coaching and mentoring Call Center supervisors and individual Patient Service Representatives (PSR) to expand their service knowledge about Reliant Medical Service Line (s) of responsibility within the region(s) in which they work resulting in a superior experience for both the patients and the practices.

This position is full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.

We offer 6 weeks of paid training. The hours during training will be normal business hours, Monday - Friday. Orientation is onsite - Day 1 onsite and some onsite training during the first 2 weeks.

Primary Responsibilities:

• Determines and implements call center operational strategies, in partnership with the management, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

• Directly manages and mentors Call Center staff and the daily operations of the access center

• prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to their manager

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades

• Accomplishes call center human resource objectives recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

• Builds solid positive partnerships with site based leaders within their region of responsibility including Practice Administrators, Chiefs, Nurse and Regional Managers

• Works as a team with other Access Operations Supervisors to enhance the success of the Access Programs within the Service Line (s)

• May provide back-up supervisory support for other areas and/or locations within or across region(s) and service lines on an as needed basis

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

• Plans, facilitates and leads department meetings and trainings within their region ofresponsibility

• Partners with the manager in the development of monthly, quarterly and annual call center goals and action

• Supervises large group (approximately 20+ direct and/or indirect reports) of non-clinical exempt and nonexempt staff. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems

• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives

• Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement

• Ensures that assigned area comply with established policies, quality assurance programs, safety, and infection control policies and procedures

• Ensures adequate equipment and supplies for assigned area

• Ensures compliance to all health and safety regulations and requirements

• Enhances professional growth and development through educational programs, seminars, etc.

• Performs similar or related duties as required or directed

• Regular, reliable and predicable attendance is required

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:

• High School Diploma / GED

• Must be 18 years of age OR older

• 5+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 2+ years of progressive leadership experience within healthcare

• Experience leading a team in a fast-paced, high-volume and fluid call center environment

• Ability to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place

• Advanced in Microsoft Office tools (Microsoft Excel, Microsoft Word, and Microsoft Outlook)

• Knowledge of medical terminology

• Must live within a communicable distance to a Reliant office

• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.

Telecommuting Requirements:

• Reside within the state of Massachusetts, Connecticut, Rhode Island, New Hampshire, Vermont OR New York

• Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills:

• Proven exceptional interpersonal and customer service skills with a solid ability to openly and effectively communicate

• Proven solid problem-solving and conflict resolution skills

• Proven ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will from $49,700 - $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.

#RPO