Primary Responsibilities:
- Independently manage a team of associates supporting 24/7-member service chat for OptumRx 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 solid 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
- 3+ years of experience, including 1+ years as a Team Leader on paper
- 1+ years of experience in international voice and chat processes
- Sound knowledge of MS Office
- Proficiency in LivePerson tool
- Proven solid verbal and written communication skills
- Proven 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)
Preferred Qualification:
- 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.
Top Skills
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.
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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, the responsibilities of a job, and your preference for more flexibility. These models are core on-site 5 days/week, hybrid 3 day/s week and telecommute or fully remote.
