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. This position supervises a strong team of individuals who are responsible for the evaluation of Complaints to Medicare (CTMs) with the intention of identifying the root cause of the complaint. This information is then used to coach advocates as needed and / or identify process or technology issues that are contributing to CTM volume. Your team will also be accountable for reviewing other similar findings from audits occurring in other departments, such as enrollment, using a similar process to that of CTM review and evaluation. In this role, you will be consulted about trends specific to customer service and ideas for correction of issues.Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) Agreement. Primary Responsibilities:Coordinate, supervise and is accountable for the daily / weekly / monthly activities of a teamSets priorities for the team to ensure task completion and performance goals are met, such as timely review of Complaints to Medicare (CTM)Coordinate work activities with other supervisors, managers, departments, etc.Identify and resolve operational problems using defined processes, expertise and judgmentProvide coaching and feedback to team members, including formal corrective action if neededConduct annual performance reviews for team membersProvide expertise among peers throughout customer service, as well as external departments, related to reduction of customer service errors and process issues that result in compliance actions
Required Qualifications: High School Diploma / GED5+ years of supervisory experience in Healthcare Industry5+ years of customer service experience analyzing and solving customer problemsBasic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applicationsPreferred Qualifications:Bachelors' Degree (or higher)Experience collecting and analyzing data, trending, and formulating plans of action to address these trendsSoft Skills:Ability to multi - task, this includes ability to understand and prioritize multiple types of work, goals, and inputsAbility to motivate and lead a team towards successful and timely completion of tasksPhysical 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 computerCareers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can 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: UnitedHealth Group, Optum, Healthcare, supervisor, Adherence Team Supervisor
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.