Customer Service Supervisor

Requisition Number: 2373921
This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.
The Customer Service Supervisor position is responsible for managing call center agents toward meeting contractual service obligations. We schedule for a variety of clinics and providers affiliated with public health systems and are often the first point of contact between the provider and their patients. Our agents are well versed in many provider types including Pediatrics, Internal Medicine, Women's Health, specialty services and the list goes on. We take extreme pride in providing the ultimate patient experience for the clinics we serve.
This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm MST. It may be necessary, given the business need, to work occasional overtime.
We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule during normal business hours.
Primary Responsibilities:

• This position is responsible for planning, organizing, directing and leading a team of customer service agents to support providers
• Responsible for managing the scheduling and attendance of his / her team
• Interviews and screens applicants
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met
• Accurately track and manage contact center schedule adherence
• Prepare daily / weekly / monthly and ad hoc reports and distribute to Management
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
• Effective communication with Team, staff, and all divisions necessary to your role

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
• 2+ years of customer service experience within a call center environment
• 1+ years of supervisory / manager experience in a call center environment
• Experience with managing direct reports, mentoring & coaching
• Experience with monitoring and driving key performance indicators within a contact / call center
• Experience with Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management)
• Ability to work any of our full time, shift schedules during our normal business hours of 8:00 am - 5:00 pm MST from Monday - Friday

Preferred Qualifications:

• Medicaid OR medical billing experience
• Quality Assurance experience
• Experience in working with HIPAA guidelines
• Experience in working with telephony systems
• Familiarity with online systems to manage / monitor process flow (i.e., iNterchange)

Telecommuting Requirements:

• 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:

• Strong analytical and mathematical skills to collect and interpret data to solve problems
• Strong interpersonal skills and the ability to communicate with many different levels of employees
• Ability to make sound decisions quickly in a fluid work environment
• Ability to multi-task in a fast-paced environment

*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 range from $49,700 - $88,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.