Job: Customer Service Supervisor - San Diego, CA

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Jobing Description

Position Description:

• When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.

Primary Responsibilities:

• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members


• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHTCoordinates work activities with other supervisors, managers, departments, etc


• Identifies and resolves operational problems using defined processes, expertise and judgment


• Provides coaching and feedback to team members, including formal corrective action


• Conducts annual performance reviews for team members


• Provides expertise and customer service support to members, customers, and/or providers

OptumRx is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx.

Skills / Requirements

Requirements:

• High school diploma or GED


• 3+ years of supervisory/team lead experience in a call center environment, leading a team of 10+


• 1+ year of Human Resources policies and procedures knowledge


• 1+ year of coaching/motivational experience on a team and individual level


• CMS (Call Center Management) experience

Assets:

• Customer service experience in medical claims processing or healthcare insurance


• Specialty Pharmacy experience


• Call quality management experience


• Workforce management experience


• Team interaction, performance matrix, and improvement projects/methods experience


• 1+ year of Project Management experience

Physical Requirements and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer


• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.