Customer Service Manager

This position follows a hybrid schedule with three (3) in-office days per week. Our office is located at 2304 Zanker Rd. San Jose, CA. 

Optum CA is seeking a Customer Service Manager to join our team in San Jose, CA. Optum is a clinician-led care organization that is changing the way clinicians work and live. 

As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone. 

At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you’ll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. 

This position is full time (40hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2304 Zanker Rd. San Jose, CA.  

Training will be a hybrid approach and will last 2 weeks, Monday – Friday, 8:00 am to 5:00 pm PST. The hybrid approach will require being in the office 3 days per week.

Primary Responsibilities:

• Manage and be accountable for professional employees and/or supervisors
• Coordinate and supervise daily/weekly/monthly activities of 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

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 or GED or equivalent work experience
• Must be 18 years of age OR older
• 3+ years of customer service or call center experience, preferably as a supervisor, business manager or workforce manager 
• 2+ years of leader/supervisor experience within an organization  
• Experience with Windows PC applications and Microsoft Office
• Experience working in an EMR system
• Ability to work full time Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2304 Zanker Rd. San Jose, CA.

Preferred Qualifications:

• Knowledge of HEDIS and STAR measures
• Understanding of call center performance metrics and measurements

Telecommuting Requirements: 

• Reside within commutable distance to the office at 2304 Zanker Rd. San Jose, 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.

*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 $71,200 – $127,200 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.

OptumCare 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.

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

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