1+ months

Traffic / Workforce Representative - Eden Prairie, MN - 906249

Eden Prairie, MN 55344
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  • Job Code
    906249

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 10 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.


TheTraffic / Workforce Representativemonitors the overall health of the call center operations and is responsible for executive communications regarding service performance. The command center team creates visibility to key performance outcomes, identifies potential service impacting events and coordinates activity to resolve those events. This role is accountable for knowing what is happening and what steps are being taken to mitigate impact to performance.


What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/


Primary Responsibilities:

  • Utilize workforce management and call center tools to understand the intraday, daily, and monthly state of performance across all supported businesses
  • Investigate service level issues, determine root cause and provide timely tracking and reporting, including system issues, outages, weather, world events, etc.
  • Analyze and compile daily reports, interpreting data for an executive audience
  • Monitor all reporting and websites that indicate a potential or active event impacting service performance across businesses. This can include system issues, outages, weather, world events, etc.
  • Prepare and maintain reports, dashboards, daily and monthly communications
  • Effectively and timely communicate report issues or delays to executive partners
  • Professional attire is required since we work in a highly visible environment as tours in the Command Center are frequent
  • Create and maintain existing procedure documentation
  • Work in an energetic, collaborative environment with high impact individual goals
  • May act as a resource for others for key initiatives or projects
  • May coordinate others' activities

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.

Required Qualifications:

  • High School Diploma / GED (or higher)
  • 1+ years of experience working in a call center and / or transaction site
  • 1+ years of experience working with workforce management
  • 6+ months experience working with workforce metrics
  • Intermediate level of experience with Microsoft Excel (i.e. creating spreadsheets, VLOOKUP, pivot tables, etc.)
  • Intermediate level of experience with Microsoft Word (create and edit documents)
  • Ability to work a flexible schedule, including evenings, weekends and holidays
  • If you need to enter a work site for any reason, you will berequiredto screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Some college or trade / technical (or higher)

Soft Skills:

  • Ability to perform detailed work with a high degree of accuracy
  • Strong analytical thinking, multi-tasking, organizational and time management skills
  • Excellent verbal and written communication skills
  • Ability to work independently as well as with a team and must be able to problem solve and propose solutions in a fast paced environment
  • Must demonstrate an appropriate level of assertiveness in performing work responsibilities under time-sensitive deadlines established by contract requirements
  • Willingness to work special projects as directed

UnitedHealth Group is an essential business.The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.


Some of the steps we've taken to ensure employee well-being include:

  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees

You can learn more about all we are doing to fight COVID-19 and support impacted communities at:https://www.unitedhealthgroup.com/newsroom/addressing-covid.html


Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to doyour life's best work.SM


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.


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

Keywords: UnitedHealth Group, OptumRX, training class, customer service representative, customer service, CSR, Pharmacy, PBM, Pharmacy Benefit Management, inbound calls, Call Center, SME, phone support, hiring immediately

Posted: 2020-12-18 Expires: 2021-02-15

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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Traffic / Workforce Representative - Eden Prairie, MN - 906249

UnitedHealth Group
Eden Prairie, MN 55344

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