Position Description:Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SMThe Customer Service Manager is 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. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.Primary Responsibilities:Coordinate, supervise and accountable for the daily / weekly / monthly activities of team membersSet priorities for the team to ensure task completion and performance goals are met, such as: Quality, Adherence, Service Level and AHTCoordinate work activities with other supervisors, managers, departments, etcIdentify and resolve operational problems using defined processes, expertise and judgmentProvide coaching and feedback to team members, including formal corrective actionConduct annual performance reviews for team membersProvide expertise and customer service support to members, customers, and / or providersManage and accountable for professional employees and/or supervisorsThis position is responsible for providing expertise in leadership, project management and customer service support to members, customers, and / or providers.Manages and is accountable for professional employees and / or supervisors.Impact of work is most often at the local level.
Requirements:High School Diploma / GED5+ years of customer service / call center experience3+ years as a Supervisor, Business Manager or Workforce ManagerIntermediate level of proficiency with Windows PC applications and Microsoft Office - Microsoft Word (create / edit documents); Microsoft Excel (sort / filter data on spreadsheets); Microsoft PowerPoint (create presentations); Microsoft OneNote (managing documents)Less than 10% travel - Need to travel 4 times a year to other sites anywhere in the USWorking hours between 6:00 AM - 10:00 PM (8 hour day)US CitizenshipAbility to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86Assets:Undergraduate Degree (or higher)Knowledge of Call Center systems such as CMS and IEX1+ years of experience in a client facing roleUnderstanding of call center performance metrics and measurements2+ years PBM (pharmacy benefits manager) experienceSoft Skills:Experience leading personnel towards the attainment of exceptional performance resultsPositive and engaging performance driven individualComfortable with large amounts of data analysisAbility to manage peoplePhysical 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 computerService center environment with moderate noise level due to Representatives talking, computers, printers, and floor activityCareers 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.SMDiversity 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: Manager, analysis, supervisor, work force manager, call center, UHG
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need... at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.