14 days old

Customer Service Supervisor - San Antonio, TX - 931547

San Antonio, TX 78205
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  • Job Code
    931547

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.(sm)

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Primary Responsibilities:

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  • Supervises the daily workflow and scheduling of inbound customer service representatives
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  • Compiles data and analyzes inbound ACD reports for key metrics
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  • Monitors individual performance through the review and analysis of operational reports
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  • Conducts quality monitoring to ensure accuracy of information provided to patients and quality of customer service
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  • Conducts monthly one on ones to review performance and attendance
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  • Receives and resolves customer complaints in a timely and courteous manner
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  • Critical thinker, able to solve problems in a creative and compliant manner
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  • Serves as a technical subject matter expert and trains, coaches and develops new-hire employees
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  • Administers counseling and corrective actions for employees displaying problematic behaviors. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed
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  • Supports staffing initiatives by screening, interviewing and selecting new employees for current job vacancies
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  • Participates in strategic initiatives and projects
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  • Supports and facilitates departmental change management
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  • Performs all other related duties as assigned
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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.

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Required Qualifications:

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  • Associates degree in related field (2 additional years of comparable work experience beyond the required years of experience may be substituted in lieu of Associates degree)
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  • 3+ years of call center experience with at least 3 years of experience as a call center supervisor
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  • Understanding of databases, web-based applications and call center communication networks
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  • Proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook
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  • Sound organizational skills and ability to effectively communicate with customers and subordinate employees
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  • Solid critical/creative thinking with the ability to exercise sound judgment in the resolution of escalated issues
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  • Ability to appropriately work with highly confidential information
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  • Excellent listening skills
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  • Excellent Customer Service voice and demeanor
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  • Excellent telephone etiquette
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  • Excellent oral and written communication skills
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  • Excellent demonstration of caring and compassion
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  • Solid computer experience (data entry, screen navigation, keyboarding)
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  • Desire to work with the elderly
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  • You will be asked to perform this role in an office setting or other company location
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  • 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
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Preferred Qualifications:

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  • Experience in a healthcare or transportation call center setting
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  • Bilingual (English/Spanish) fluency
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Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 550,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

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Diversity 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.

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UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords:call center, supervisor, healthcare, San Antonio, TX, Texas

Posted: 2021-05-31 Expires: 2021-06-30

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.

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Customer Service Supervisor - San Antonio, TX - 931547

UnitedHealth Group
San Antonio, TX 78205

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