Call Center Supervisor - Maryland Heights, MO

    • Maryland Heights, MO

Position Description

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Primary Responsibilities:

  • Directly supervising a team of Associate Clinical Admin Coordinators which includes: training, developing, coaching, counseling, and potentially administering disciplinary actions
  • Entering payroll on a weekly basis for your team of Associate Clinical Admin Coordinators
  • Conducting development and production meetings with your team
  • Making outbound calls to our members to schedule their in - home Advance Practice Clinician visit
  • Perform side by side call handling evaluations / monitoring your team's call activities and performing QA on calls
  • Mentoring staff and overseeing the team's activities
  • Answering inbound calls from members and assisting them with their inquiries
  • Handling escalated calls to resolve issues
  • Documenting the member's record with accurate information obtained during the call
  • Ensuring that the member appointments are scheduled accurately and follow department procedures
  • Resolving team scheduling issues and conflicts
  • Training new hires and reinforcing training for existing reps
  • Working as a lead on special projects which will include reporting on these projects
  • Creating job training aides
  • Actively coach Associate Clinical Admin Coordinators to improve member experience goals and objectives
  • Assisting in the interview process of hiring the Associate Clinical Admin Coordinators
  • Meeting Scheduling and call center metrics and goals

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)
  • 3+ years of experience leading, managing or supervising direct reports in a Customer Service environment
  • 1+ years of Call Center Supervisor experience
  • 6+ months of experience handling escalated calls
  • Ability to create, copy, edit, send and save documents using Microsoft Word, Microsoft Excel, and Microsoft Outlook
  • Comfortable working Monday - Friday from 11:00 am - 7:30 pm

Preferred Qualifications:
  • Bachelor's Degree (or higher)
  • Experience with training, coaching and mentoring
  • Experience with call center technology (i.e. auto dialer)
  • Experience working with the senior population
  • Experience in healthcare or managed care
  • Experience with the HouseCalls program
  • Call center sales experience

Optum, a part of the UnitedHealth Group family of businesses, continues to evolve and make a bigger impact through its extensive expertise in combining technology, data and people to create novel health care solutions and services across the globe. OptumServe is following suit by creating and delivering care that meets the health needs of active duty service members, veterans and their families. We're partnering with federal and state government agencies to meet the readiness and health needs of active duty military members and veterans by providing preventive health screenings and assessments to ensure that troops are ready to answer the call of duty. For those who want to intensify their impact in a career that brings together challenge, learning and growth, OptumServe is the right place to do your 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 Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: Optum, Call Center, Supervisor, Leadership, Clinical Admin, Coordinators

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