Customer Service Supervisor

UnitedHealth Group•Boston, MA

4d•$49,700 - $88,800•Remote

About The Position

This position is Remote in MA, CT, RI, NH, VT or NY. You will have the flexibility to work remotely as you take on some tough challenges. 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Under general direction, is responsible for the overall operational success, performance and experience of a Regional Access Team(s) for Service Line (s). Guides the Regional Access team and is responsible for meeting company objectives and goals expected from this multi-faceted team and within the matrix teams of clinical practices and regional access center working in a hybrid setting. Leads implementation of new initiatives and performance improvement work. Manages both people and processes, tracking quantity and quality of agent performance and customer experience and the impact on the overall performance of the center, forecasting phone and MyChart volume to ensure adequate staffing needs; and liaising and relationship building with practice leadership teams to build and sustain a high quality, well integrated regional access team. Responsible for ensuring smooth operations of the Regional Access Teams through, coaching and mentoring Call Center supervisors and individual Patient Service Representatives (PSR) to expand their service knowledge about Reliant Medical Service Line (s) of responsibility within the region(s) in which they work resulting in a superior experience for both the patients and the practices.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
5+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 2+ years of progressive leadership experience within healthcare
Experience leading a team in a fast-paced, high-volume and fluid call center environment
Ability to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place
Advanced in Microsoft Office tools (Microsoft Excel, Microsoft Word, and Microsoft Outlook)
Knowledge of medical terminology
Must live within a communicable distance to a Reliant office
Ability to work 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 8:00am – 5:00pm EST. It may be necessary, given the business need, to work occasional overtime.
Reside within the state of Massachusetts, Connecticut, Rhode Island, New Hampshire, Vermont OR New York
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.
Proven exceptional interpersonal and customer service skills with a solid ability to openly and effectively communicate
Proven solid problem-solving and conflict resolution skills
Proven ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Nice To Haves

6 weeks of paid training. The hours during training will be normal business hours, Monday – Friday. Orientation is onsite - Day 1 onsite and some onsite training during the first 2 weeks.

Responsibilities

Determines and implements call center operational strategies, in partnership with the management, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Directly manages and mentors Call Center staff and the daily operations of the access center
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to their manager
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades
Accomplishes call center human resource objectives recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Builds solid positive partnerships with site based leaders within their region of responsibility including Practice Administrators, Chiefs, Nurse and Regional Managers
Works as a team with other Access Operations Supervisors to enhance the success of the Access Programs within the Service Line (s)
May provide back-up supervisory support for other areas and/or locations within or across region(s) and service lines on an as needed basis
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Plans, facilitates and leads department meetings and trainings within their region of responsibility
Partners with the manager in the development of monthly, quarterly and annual call center goals and action
Supervises large group (approximately 20+ direct and/or indirect reports) of non-clinical exempt and nonexempt staff. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives
Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement
Ensures that assigned area comply with established policies, quality assurance programs, safety, and infection control policies and procedures
Ensures adequate equipment and supplies for assigned area
Ensures compliance to all health and safety regulations and requirements
Enhances professional growth and development through educational programs, seminars, etc.
Performs similar or related duties as required or directed
Regular, reliable and predicable attendance is required
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.