Call Center Customer Service Supervisor
UnitedHealth Group - Oklahoma City, OK

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Position Description:
When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:
Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members

Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT

Coordinates work activities with other supervisors, managers, departments, etc.

Identifies and resolves operational problems using defined processes, expertise and judgment

Provides coaching and feedback to team members, including formal corrective action

Conducts annual performance reviews for team members

Provides expertise and customer service support to members, customers, and/or providers

The ability to provide high levels of customer service in a fast paced call center environment.

Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit.

Impact of work is most often at the team level.

Requirements

Requirements:
High School Diploma or GED required; Bachelor's degree is a plus

Ability to work an 8 hour shift between 6am and 9pm 7 days a week

2+ years of Team lead experience required

MS Office (Word and Excel) required

Previous healthcare experience required

Prior call center experience highly preferred

IEX and NICE software experience helpful

Previous Pharmacy experience highly preferred

Physical Requirements and Work Environment:
Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer

Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity

OptumRx is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

UnitedHealth Group - 2 years ago - save job
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When you work to better people’s lives, one of those lives will always be yours. We have modest goals: Improve the lives of...