Call Center Supervisor - Maryland Heights, MO

Unitedhealth Group Inc. Maryland Heights , MO 63043

Posted 3 months ago

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Primary Responsibilities:

  • Directly supervising a team of Associate Clinical Admin Coordinators which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions

  • Entering payroll on a weekly basis for your team of Associate Clinical Admin Coordinators

  • Conducting development and production meetings with your team

  • Making outbound calls to our members to schedule their in - home Advance Practice Clinician visit

  • Perform side by side call handling evaluations / monitoring your team's call activities and performing QA on calls

  • Mentoring staff and overseeing the team's activities

  • Answering inbound calls from members and assisting them with their inquiries

  • Handling escalated calls to resolve issues

  • Documenting the member's record with accurate information obtained during the call

  • Ensuring that the member appointments are scheduled accurately and follow department procedures

  • Resolving team scheduling issues and conflicts

  • Training new hires and reinforcing training for existing reps

  • Working as a lead on special projects which will include reporting on these projects

  • Creating job training aides

  • Actively coach Associate Clinical Admin Coordinators to improve member experience goals and objectives

  • Assisting in the interview process of hiring the Associate Clinical Admin Coordinators

  • Meeting Scheduling and call center metrics and goals

Required Qualifications:

  • High School Diploma / GED (or higher)

  • 1 years of experience leading, managing or supervising direct reports in a Customer Service environment

  • 1 years of Call Center Management experience

  • 6 months of experience handling escalated calls

  • Ability to create, copy, edit, send and save documents using Microsoft Word, Microsoft

  • Excel, and Microsoft Outlook

  • Comfortable working Monday

  • Friday from 10:30 am

  • 7:00 pm

Preferred Qualifications:

  • Bachelor's Degree (or higher)

  • Experience with training, coaching and mentoring

  • Experience with call center technology (i.e. auto dialer)

  • Experience working with the senior population

  • Experience in healthcare or managed care

  • Experience with the HouseCalls program

  • Call center sales experience

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

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.

Keywords: Optum, Call Center, Supervisor, Leadership, Clinical Admin, Coordinators


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Call Center Supervisor - Maryland Heights, MO

Unitedhealth Group Inc.