Careers with MedExpress. At MedExpress, we believe in delivering quality, convenient, affordable health care and exceeding our patients expectations. Our neighborhood medical centers are open every day from 8-8 with a full medical team and no appointments necessary to help patients get in, get healthy, and get back to whats really important. We provide a broad scope of services including urgent care, basic wellness and prevention, and employer health services. As part of the Optum and UnitedHealth Group family of businesses, were working together to help people live healthier lives and to help the health system work better for everyone. You can become part of our elite team almost anywhere with 250 MedExpress centers across the country and two administrative offices in Morgantown, WV and Pittsburgh, PA. Join us and start doing your lifes best work.(sm)

The Call Center Supervisor is responsible for the supervision of Call Center staff. This position requires an in depth understanding of the healthcare billing and call center/Customer Service processes and tools and will interact with all employees of the Billing department on a regular basis as well as other cross-functional team-members at the Administrative Offices. Will also interact with members of the Senior and Executive Leadership teams.

Primary Responsibilities:

""
• Provide department leadership, guidance, and supervises the designated work of the Call Center team
""
• Monitor real time call volumes and allocates available resources to ensure superior service for patients
""
• Respond to escalated patient concerns and assists in researching billing inquiries for Operations and other members of management
""
• Monitor and coaches staff to meet established goals and key indicators including: Quality Assurance, Issue resolution, Service Level, Average Call Handle Time
""
• Assist with evaluations, interviews, counseling of employees, schedules and discipinary process when necessary
""
• Provide clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement
""
• Maintain the perseverance to drive and sustain the changes that occur at MedExpress, while being resilient and flexible, and inspiring and motivating the team
""
• Constantly communicates to the team, is open to opinions and feedback from team members and follows through on commitments
""
• Create a work environment in which people are able to perform to the best of their abilities
"

This position requires the ability to sit at a computer for hours at a time (with some bending and stooping) and travel to Centers (if so, the noise level is moderate and there is potential for exposure to infectious diseases and blood-borne pathogens).

Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

""
• Skill in developing and maintaining effective relationships with patients, employees, physicians, centers, insurance companies, other members of the MedExpress team
""
• Ability to communicate clearly and effectively, as well as respect the need of confidentiality when dealing with sensitive information
""
• You will be provisioned with appropriate Personal Protective Equipment (PPE) and are required to perform this role with patients and members on site, as this is an essential function of this role
""
• Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained
"

Preferred Qualifications:

""
• 3 - 5 years previous supervisory experience with additional experience in healthcare or medical billing and Contact Centers
""
• Knowledge of healthcare billing platform, as well as basic knowledge of communications hardware and software including real time call monitoring system
""
• Knowledge of medical practice operations, patient accounting, billing guidelines and regulations, CPT, ICD codes, HIPAA
"

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both its owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCares support services do not interfere with or control the practice of medicine provided by the medical practices of any of their physicians.

Diversity creates a healthier atmosphere: OptumCare and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers 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.

OptumCare and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Call Center Supervisor, Canonsburg, PA, Pennsylvania