Energize your career with one of Healthcare's fastest growing companies.
You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our Service Centers, improve our Service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.
This opportunity is with one of our most exciting business areas: OptumCare - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.
The Supervisor Customer Service role coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit. Impact of work is most often at the team level. Primary responsibility of providing telephonic customer servicer Responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass
mailings, call directing/rerouting, weather emergencies)
Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel,knowledge bases, product manuals, SharePoint)
Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)
Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed)
Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data)
Acknowledge and demonstrate empathy/sympathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness)
Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies
Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
Maintain knowledge of information/process changes due to healthcare reform, referring to applicable company resources (e.g.,dependent age, removal of lifetime limits, free preventive care services, Medical Loss Ratio)
Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources (e.g., IBAAG, SOP,AYS, SPDs, policies/procedures)
Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
Educate callers on available products/services (e.g., features, functionality, options, additional offerings, preventive services, agerelated services)
Educate callers on self service resources available to them, and on their responsibilities with regard to their health care coverage
Refer callers to other resources applicable to their questions/issues, where appropriate (e.g., pharmacists, prior authorizations, billing department)
Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g.,
leadership, Subject Matter Experts, business partners)
Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
Participate in customer site visits, as needed (e.g., to obtain feedback, provide education, clarify support processes, highlight company performance)
Bachelor's degree (or higher) or High School Diploma / GED and 3 years Supervisory / Leadership experience
5 years of experience analyzing and solving customer problems in an office, claims or customer service environment
Proficiency with Windows PC applications, including Excel (create, save, and send spreadsheets), Word (create, save, and send documents), and Outlook (email and calendar management)
Ability to navigate and learn new and complex computer system applications
Ability to work an 8 hr shift between 7:30am EST - 8:30pm EST and occasionally on Saturday 10am-5:30pm (in lieu of another workday)
Knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
Knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)
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
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:customer service, supervisor, call center, customer escalations, intake specialist, healthcare, OptumCare
Unitedhealth Group Inc.