Customer Service Supervisor

This position follows a hybrid schedule with three (3) in-office days per week. Our office is located at 5003 COMMERCIAL CIRCLE CONCORD, CA.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am – 4:30pm. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.

                                         

Primary Responsibilities:

• Coordinate and supervise daily/weekly/monthly activities of a team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Manage phone metrics and ensure team is handling calls with a focus on first call resolution
• Ensure best practices are followed to handle all call types related to bill balances, adjustments/refunds, payment plans, credit card payments, patient pricing, billing insurance, and other patient concerns.
• Work well with peers and be able to lead a team to successfully meet metrics given
• Must be able to multi-task and ensure all deliverables are met timely
• Ability to teach direct reports the functionality of the billing system and collection process
• Needs to be technically savvy and be able to lead the team on new and improved tools for better outcomes
• Ability to research issues and provide guidance and feedback to the team to assist in resolving complex billing issues and customer complaints to ensure all steps are followed for full resolution
• Develop and cross train the team
• Provide development plans and engage team on performance management steps when required
• Deliver coaching and performance reviews to staff
• Must have excellent written and oral communication skills
• Candidate must have excellent follow up skills
• Manage and guide a team of approx. 11-15 representatives

You will leverage your skills and have the ability to:

• Multi-task and work independently and as part of a team
• Demonstrate excellent communication, organization and problem solving
• Adapt to change in a fast-paced environment
• Joining a cross functional focused team with many opportunities for cross-training and skill/career development

                                         

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
• Must be 18 years of age or older
• 3+ years of experience in supervisory, leadership, or management role
• 3+ years of experience managing direct reports, including hiring, performance management, and professional development
• 2+ years of healthcare customer service experience and/or 2+ years of call center experience
• Experience using instant messaging or chat-based communication tools in a professional environment (e.g., Microsoft Teams)
• Knowledge and experience working in Microsoft applications (Word, Excel, and Outlook)
• Ability to work up to 3 days per week onsite at 5003 COMMERCIAL CIRCLE CONCORD, CA
• Ability to work a shift between 07:00AM – 04:30PM, Monday – Friday (flexible)

                                         

Preferred Qualifications:

• EPIC experience

                                         

Telecommuting Requirements:

• Reside within commutable distance to the office at 5003 COMMERCIAL CIRCLE CONCORD, CA
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

                                         

Soft Skills:

• Demonstrated problem solving and analytical skills
• Proven ability to handle multiple tasks and meet deadlines within standards
• Adaptable and flexible with the ability to accept, create and manage change
• Excellent interpersonal communication (including excellent verbal and writing skills)

                                         

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

                                         

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from  $48,700 – $87,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

                                         

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

                                         

                                         

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

                                         

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

                                         

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