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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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. 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 8-hour shift schedules during our normal business hours of 8am - 5pm 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.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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 adhoc 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+ year of supervisory/manager experience in a call center environment

• Experience managing direct reports, mentoring & coaching

• Experience 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 Monday – Friday, 08:00AM – 05:00PM MST

Preferred Qualifications:

• Medicaid or medical billing experience

• Quality Assurance experience

• Experience working with HIPAA guidelines

• Familiarity with online systems to manage/monitor process flow i.e iNterchange

• Experience working with telephony systems

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only: The salary range for this role is $48,300 to $94,500 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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