Supervisor I Patient Access Center - Kelsey Seybold - Patient Access Center
About The Position
The Patient Access Center Supervisor I provides leadership, coaching, development, and support to a team of Health Service Representatives. The supervisor identifies training and performance needs, monitors phone and work queue performance, and develops action plans to improve and sustain team performance. The role also participates in and completes special projects as assigned. The supervisor partners with Workforce Management on resource planning to maximize team productivity, works closely with clinic partners, and serves as an escalation point for providers and clinic staff. The position ensures policies are followed and identifies and implements changes to policies and procedures. Houston-based employees may work remotely and must adhere to UnitedHealth Group’s Telecommuter Policy.
Requirements
- Associate’s degree in Business, Health Care, or a related field, or equivalent work experience.
- One of the following experience backgrounds: 2+ years in an applicable Patient Access Center role with demonstrated strong performance; 1 year as a Team Lead or Coordinator at Kelsey-Seybold Patient Access Center; or 2 years of supervisory experience in a contact center environment.
- Working knowledge of contact center technologies, including call routing and workforce management systems.
- Proficiency with Microsoft Office Suite, including Teams, PowerPoint, Excel, and Word.
- Proven ability to coach, counsel, and motivate a team toward service and performance goals.
- Fluency in verbal and written English.
- Strong communication and interpersonal skills, including the ability to listen effectively and communicate complex information clearly and concisely.
- Ability to work in a fast-paced, deadline-oriented environment with accuracy and attention to detail.
- Strong organizational and time-management skills.
- Effective project-management skills.
- Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
- Candidates must pass a drug test before beginning employment.
Nice To Haves
- Bachelor’s degree in Business, Health Care, or a related field.
- Experience with Cisco telephony.
- Experience with Calabrio Workforce Management.
- Fluency in conversational Spanish.
Responsibilities
- Lead, coach, develop, and support a team of Health Service Representatives.
- Identify training and performance needs.
- Monitor phone and work queue performance.
- Develop action plans to improve and sustain team performance.
- Participate in and complete special projects as assigned.
- Partner with Workforce Management on resource planning to maximize team productivity.
- Work with clinic partners and serve as an escalation point for providers and clinic staff.
- Ensure policies are followed and identify and execute changes to policies and procedures.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
