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.
Primary Responsibilities:
- Independently manage a team of associates supporting 24/7-member service chat for HBA Digital in CST
- Drive fulfillment of performance metrics and ensure SLA adherence
- Monitor and report team performance; implement incentive programs
- Build and maintain an effective team environment and strong relationships with internal stakeholders
- Identify process improvement opportunities and lead initiatives for efficiency
- Manage attrition, shrinkage, and early warning systems effectively
- Conduct training needs analysis, deliver and facilitate training sessions
- Provide updates to leadership on team performance and training outcomes
- Ensure compliance with HIPAA and company code of conduct
- Analyze error trends and develop plans for defect reduction
- Handle administrative responsibilities and sensitive information appropriately
- Comply with company policies, directives, and flexibility requirements including rotational shifts
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Graduate degree
- 2+ years of people management experience on papers
- Proficiency in LivePerson tool
- Sound knowledge of MS Office
- Proven solid verbal and written communication skills
- Ability to manage multiple priorities with minimal supervision
- Proven leadership skills in an operational environment
- Open to rotational shifts and week offs (including night shifts for 24/7 support)
- Shift Time - 5.45 PM TO 3.00 AM and 8.45 PM to 6.15 AM
Preferred Qualifications:
- 1+ years of experience in international voice and chat processes
- Customer service experience in both voice and non-voice
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.
#NJP
Skills Required
- Graduate degree
- 2+ years of people management experience
- Proficiency in LivePerson
- Sound knowledge of Microsoft Office
- Strong verbal and written communication skills
- Ability to manage multiple priorities with minimal supervision
- Leadership skills in an operational environment
- Availability for rotational shifts, weekends, and night shifts
- 1+ year of experience in international voice and chat processes
- Customer service experience in voice and non-voice channels
Optum Compensation & Benefits Highlights
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Parental & Family Support — Paid parental leave (six weeks), paid caregiver leave (up to two weeks), Bright Horizons back-up care, and adoption assistance up to $10,000 are prominently included. Feedback suggests these family supports meaningfully aid work-life balance and are often highlighted as strengths.
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Retirement Support — A 401(k) with company match is available to all employees, including part-time staff, alongside other financial protections like disability and life insurance. Feedback suggests broad access and matching make retirement support a core pillar of the package.
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Equity Value & Accessibility — An Employee Stock Purchase Plan offers discounted company stock, with some roles also eligible for sign-on or performance bonuses. Feedback suggests the ESPP is a standout financial perk that helps employees build ownership over time.
Optum Insights
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
