Call Center Supervisor
UnitedHealth Group - Maryland

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Position Summary:
XL Health is now part of UnitedHealthcare. UnitedHealthcare Medicare & Retirement 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. Imagine joining a group of professionals and clinicians who are working to improve health care for people over 50. Consider the influence you can have on the quality of care for millions of people. Now, enhance that success with enthusiasm you can really feel.That's how it is at UnitedHealthcare Medicare & Retirement. Everyday, we're collaborating to improve the health and well being of the fastest growing segment of our nation's population. And we're doing it with an intense amount of dedication.Here, you will discover a culture that grows through challenge. That evolves by being flexible. That succeeds by staying true to our mission to make health care work effectively and efficiently for seniors. Put your best to work for us, and discover extraordinary opportunities for growth.Under the guidance of the Director of Member & Provider Services, this position functions as a Supervisor in the Member Provider Service Department. Key responsibilities include: serving as a technical support to Member Provider Service Representatives; assist in managing work-flows and team objectives; telephonically assist our members and providers with all levels of problem solving, inquiries, and provider information; handle difficult callers, diffuse them and follow through on all issues in a timely manner; supervise the daily operations of the customer service team both in real time and through historical reporting; develops, implements and maintains processes, procedures, and programs to improve customer service.

General Responsibilities:
Supervises incoming and outgoing calls regarding benefits, claims, eligibility & other questions.

Assists the team in meeting production standards.

Thoroughly reviews and investigates complex problems and routes appropriately for resolution with little intervention from Director.

Meets and exceeds department quality audits and provides coaching to their team members.

Maintains & prioritizes escalations from Call Center vendor for assigned team.

Maintains ALL standards set by the company, including Attendance, Dress code, cell phone, etc.

Handles all escalations courteously, politely and professionally.

Acts as back-up support for other Supervisors as needed for meetings, ACD queue observation and monitoring, and other departmental responsibilities.

Attends all trainings and meetings.

Assists with maintaining resource materials.

Advises management in long-range planning for areas of specialization

Attends meeting in absence of Director, representing the Customer Service department.

Other duties as assigned.

UnitedHealth Group - 23 months 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...