The Customer Service Supervisor reports directly to the Sales Operation Manager and supervises the activities of Customer Service Representatives for our Special Needs and Medicare Advantage Member Service Department and Inbound telephone sales. The Advocate Supervisor is responsible for supporting all performance results of the Advocate unit.
Supervises, mentors, and develops direct reports and front-line associates.
Assigns workloads, measures results and may initiate personnel actions as required for department
Supervises improvement initiatives and developing appropriate corrective action.
Establishes schedules for the Advocate department.
Coordinates activities for member service unit to meet deadlines and conflicting demands
Applies a comprehensive knowledge of Medicare requirements to the completion of assignments.
Assist in the development and delivery of training and training material for the team.
Ensure that all processes are being followed and documented.
Will conduct and review quality audits and provides feedback to reduce errors and improve processes and improvements.
Maintain a strong focus on building positive relationships with our members by understanding our products and services and ensuring the team consistently delivers accurate and quality service and conducts a timely follow up with our members.
Develop positive internal relationships and assist in reporting on key activities in a timely and analytical manner, resolve-day- to-day problems that impede the operational flow and processes of the department.
Supports management in meeting the objectives and goals or the department.
Serves as contact for the Advocate unit for complex issues and complaints.
All other duties as required and assigned by department leadership
High School Diploma / GED
2+ years of experience in a telephonic customer service role
2+ years Supervisory/team lead experience in a call center environment
Proficiency with MS Office Suite (Word, Excel, Outlook)
1+ year of experience handling escalated customer calls
Experience in a managed care customer service role or healthcare insurance industry.
Experience of Medicare Advantage
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.
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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.
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