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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.
Coordinate, supervise and is accountable for the daily / weekly / monthly activities of a team
Sets 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 judgment
Provide coaching and feedback to team members, including formal corrective action if needed
Conduct annual performance reviews for team members
Provide 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
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.