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Customer Service Supervisor - LHI - Tampa, FL

01/30/2019Call Center
Job Location:
Tampa, FL
Metro Area:
FL - Tampa
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
At Optum, the mission is clear:  Help people live heathier lives and help make the health system work better for everyone   LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans. By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system.   LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on-location services, patient-specific in-clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services.  There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work. Primary Responsibilities: Responsible for the overall performance, productivity, development, and guidance for assigned staff Assists in day-to-day operations management of the contact center to ensure the Customer Service Department objectives are fulfilled per the various contact requirements Monitor individual employee performance in adherence to department and company requirements Provide consistent guidance and feedback concerning the strengths and development needs in relation to current job performance as well as career development Address performance concerns through coaching and corrective action as needed Write and deliver periodic Performance Evaluations Use real-time contact center displays to monitor queue status and ensure multiple contract service level requirements are being achieved Manage fluctuations in daily workflow by making staffing adjustments as necessary Directly responsible for the productivity and quality performance of contact center agents Review applications and resumes of perspective employees. Interview and hire qualified candidates for team lead and contact center agent roles Manage employee time off requests, overtime, FMLA leave, schedule changes and all other personnel issues Investigate and respond to internal and external customer complaints or inquiries Establish and maintain effective working relationships with customers across all channels of communication Proactively pursue resolution of technical problems and upgrade requests for internal and external systems Work collaboratively to provide input on process improvements or new contracts and coordinate the implementation Accurately complete daily, weekly, monthly reporting requirements


Required Qualifications: High School Diploma / GED (or higher) 2+ years of leadership or management experience in a call center environment (hiring and interviewing process, delegation of workload & staffing and performance management) or equivalent combination of education, experience and / or applicable military experience Proficient computer skills with Microsoft Office Suite programs including Word (create, edit, save), Excel (create, edit, save, plug in data), and Outlook (send, receive, set appointments)Preferred Qualifications: Bachelor’s Degree (or higher) in Healthcare, Business, or other related field Working knowledge of Contact Center systems and platforms Ability to read, write, understand and communicate proficiently in both English and Spanish ISO experience / knowledge National Career Readiness Certificate Soft Skills: Excellent problem solving skills, strong time management and organizational skills, ability to multi-task while working in a fast paced environment and strong analytical skills Excellent written and verbal communication skills with attention to detail; ability to communicate and coordinate effectively with staff and employees at all levels within the company and external customersCareers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.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, Logistical Health, Tampa, Call Center, Supervisor, leadership, healthcare, Management, bilingual Spanish
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