10 days old

Supervisor Customer Service - Westerville, OH

Westerville, OH 43081
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  • Job Code
    862105

Energize your career with one of Healthcare's fastest growing companies.  

 

You dream of a great career with a great company - where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it's a dream that definitely can come true. Already one of the world's leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives.  We live for the opportunity to make a difference and right now, we are living it up.

 

This opportunity is with one of our most exciting business areas: Optum - a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.


Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

 

As a Supervisor Customer Service - Westerville, OH and member of the Workers Compensation ancillary leadership team, you will be responsible for setting goals for performance and deadlines in ways that comply with the department and company vision. Day to day you will organize workflow and ensure that team members understand their duties, priorities and delegated tasks. To ensure success you will plan, monitor and appraise job results by monitoring employee productivity and provide constructive feedback and coach. You will work to retain team members through engagement, building relationships and developing personal growth opportunities.

 

Primary Responsibilities:

  • Oversee a team of 15 - 20 team members including team leads and senior agents

  • Ensure department team leads are reviewing and coordinating the day to day efforts of the department while also planning several weeks ahead

  • Review and drive accountability of team to meet and exceed performance targets and goals

  • Coordinate staffing and scheduling within and across teams to ensure call and work volumes are covered; including overtime hours.

  • Communicate company, department, and team objectives through team meetings, huddles, and stand ups

  • Resolve emergencies, such as a quality or customer issues swiftly to prevent further escalation

  • Focus on retention of team members and reduce quick quits by identifying and resolving workplace problems, including morale, team member conflict, tardiness or absenteeism

  • Provide reports and activity updates to team members and management

  • Assist in staffing, including recruiting, screening, hiring and termination activities

  • Develop plans, clear steps and consistent feedback through just in time and monthly 1:1 performance coaching to ensure team members meet established individual / team / department performance targets and goals

  • Create and maintain control / structure by understanding and relaying processes, work flows, and the organizational agenda

  • Lead by providing motivation, inspiration, and direction to work effectively toward a common goal and individual objectives

  • Ensure proper onboarding for all new team members and continuous assignment of appropriate learn source modules

  • Evaluate all aspects of your team member's work for professionalism, effectiveness and efficiency from reviewing inbound calls, outbound calls, emails sent, and orders completed

  • Oversee and maintain relationships with clients and our Regional Sales and Account Management teams

  • Work in cooperation with supporting department such as Provider Management, Finance, Training and Quality

  • Identify opportunities, recommend solutions, and remove road blocks

  • Consistently enforce department, building, and company policies

  • Ensure alignment with peers across teams and centers as part of a cross functional environment

  • Ensure Standard Operating Procedures, Special Account Instructions and Work Flows are adhered to as required and updated to match the functions of the team's daily work

  • Manage and chair projects as assigned

  • Spend 50% of your day out of your seat walking around, providing support, and coaching

You'll 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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Posted: 2020-03-20 Expires: 2020-04-20

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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Supervisor Customer Service - Westerville, OH

UnitedHealth Group
Westerville, OH 43081

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