Customer Service Supervisor - National Remote

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 Supervisor Customer Service is responsible for supervising the daily operations of the inbound claim call center and reporting of related metrics. They will be accountable for the training, quality and overall effectiveness of the inbound call center team. Other duties include achieving designated monthly goals, inbound activity reporting, supervising disaster recovery when necessary and creating workflow and team schedules.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 10:00pm CST, Sunday - Saturday. It may be necessary, given the business need, to work occasional overtime.

We offer 4 - 6 weeks of on-the-job training. The hours during training will be 9:00am - 6:00pm CST.

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

Primary Responsibilities

• Coordinates, supervises and is accountable for the daily / weekly / monthly activities of team members including:
• Incoming call, chat and secure messaging.
• Proactive outbound campaigns.
• Micro Population specialization support (Special Needs, Transgender).
• Manages team commitment inventory.
• Sets priorities for the team to ensure task completion and performance goals are met.
• Coordinates work activities with other Supervisors, Specialists, Business Partners, etc.
• Identifies and resolves operational problems using defined processes, expertise and judgment.
• Provides coaching and feedback to team members, including coaching as well as formal corrective action.
• Conducts performance reviews for team members.
• Responsible for providing expertise and customer service support to members, customers, and / or providers, including responding to escalated callers.
• Direct phone - based customer interaction to answer and resolve a wide variety of inquiries.
• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.
  
  

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
• 3+ years of Call Center experience including knowledge of call center industry
• 1+ years of Supervision or Team lead experience
• Proven understanding of call center performance metrics and measurements
• Experience using a computer and Microsoft Office including 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) and PowerPoint (creating slides, presentations)
• Ability to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 10:00pm CST, Sunday - Saturday. It may be necessary, given the business need, to work occasional overtime
  
  

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
• All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
  
  

The salary range for this role is $49,300 to $96,400 annually based on full-time employment. 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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