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 6 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 and Performance.
Primary Responsibilities:Directly supervising a team of Associate Clinical Admin Coordinators which includes: training, developing, coaching, counseling, and potentially administering disciplinary actionsEntering payroll on a weekly basis for your team of Associate Clinical Admin CoordinatorsConducting development and production meetings with your teamMaking outbound calls to our members to schedule their in-home Advance Practice Clinician visitPerform Side by Side call handling evaluations / monitoring your team’s call activities and performing QA on callsMentoring staff and overseeing the team’s activitiesAnswering inbound calls from members and assisting them with their inquiriesHandling escalated calls to resolve issuesDocumenting the member’s record with accurate information obtained during the callEnsuring that the member appointments are scheduled accurately and follow department proceduresResolving team scheduling issues and conflictsTraining new hires and reinforcing training for existing repsWorking as a lead on special projects which will include reporting on these projectsCreating job training aidesActively coach Associate Clinical Admin Coordinators to improve Member Experience goals and objectivesAssisting in the interview process of hiring the Associate Clinical Admin CoordinatorsMeeting Scheduling and call center metrics and goals
High School Diploma / GED (or higher)
1+ years of experience leading, managing or supervising direct reports in a Customer Service Environment
1+ years of Call Center Management 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 through Friday 10:30am - 7:30 pm
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 programCall Center sales experience
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 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: UHG, Call Center, Supervisor, Management, Training, Franklin, TN, Tennessee