Provider Relations Support Supervisor

UnitedHealth Group•Lincoln, NE

5d•$49,700 - $88,800•Onsite

About The Position

The Provider Relations Support Supervisor is responsible for directly managing and mentoring the Provider Relations Support (PRS) Team while overseeing the daily operations of the access center. This role drives team performance, service quality, and operational effectiveness through hands‑on leadership, performance monitoring, data analysis, and continuous improvement initiatives. The Supervisor partners closely with department leadership to develop staff, enhance the provider and borrower experience, manage escalations, and support organizational goals through effective training, reporting, and process optimization. This position serves as a key escalation point and strategic contributor, ensuring consistent achievement of performance metrics, engagement, and service excellence across the team.

Requirements

High school diploma
1+ years of supervisory or team lead experience
1+ years of experience providing customer service over the phone
Intermediate proficiency in MS Word, PowerPoint, Excel and Access
Exceptional presentation, written and verbal communication skills
Strong supervisory and leadership skills
Ability to work in a fast-paced environment
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Ability to meet service levels to maintain quality standards
Strong analytical and problem-solving skills

Nice To Haves

Undergraduate degree
2+ years of provider relations experience
Knowledge of the financial services industry preferred

Responsibilities

Directly supervises, coaches, and develops a team of 6–8 Provider Relations Support agents, with an emphasis on performance consistency, quality improvement, engagement, and long-term professional growth
Oversees daily access center staffing and workflow to ensure service level adherence, productivity expectations, and quality standards are consistently met
Conducts regular call monitoring and performance evaluations; delivers timely, data-informed coaching, feedback, and corrective action when needed
Serves as the primary escalation point for complex provider or borrower issues, supporting agents while modeling effective communication, decision-making, and problem-solving
Facilitates team meetings, trainings, and development discussions to reinforce expectations, communicate performance results, and promote accountability and engagement
Champions employee engagement, recognition, and morale initiatives that foster collaboration, ownership, and a high-performance culture
Partners with department leadership on hiring decisions, onboarding, scheduling, performance management, and workforce planning for assigned staff
Designs, implements, and maintains an ongoing, continuous training program to improve agent skill development, quality outcomes, and the provider and borrower experience
Develops and maintains a structured workforce management reporting and monitoring framework to identify operational trends, staffing gaps, capacity needs, hiring forecasts, and scheduling considerations
Analyzes dashboards, performance metrics, and trend data to identify gaps, training needs, staffing requirements, and process improvement opportunities; translates insights into actionable recommendations for leadership
Leads the implementation and full utilization of Balto, ensuring it supports real-time agent guidance, quality assurance standards, performance monitoring, and training effectiveness
Develops, prepares, and delivers leadership-focused performance, quality, training, and workforce reports that demonstrate operational outcomes, improvement impact, and team progression
Drives continuous improvement initiatives by designing and executing processes that enhance operational readiness, service quality, and the overall provider and borrower experience
Composes, evaluates, and delivers training for new and existing staff on systems, procedures, quality standards, and performance expectations
Maintains awareness of evolving business needs and proactively adjusts training, reporting, and operational processes to support organizational goals.
Collaborates with department leadership on team- and department-level initiatives informed by data, performance outcomes, and operational insights
Performs other duties as assigned