Customer Service Supervisor (UnitedHealth International) - Richardson, TX
UnitedHealth Group 2,445 reviews - Richardson, TX

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Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

Global Solutions is an innovative program offering through UnitedHealthcare International designed to help U.S.-based employers achieve the highest level of expatriate success by ensuring a seamless, successful experience for employees and their families as they relocate overseas.

This position will provide daily operations leadership by providing support of day-to-day operational processes and serve as a team mentor/coach. The role is responsible for assessing and overseeing the team’s performance/productivity to ensure compliance with SLAs and quality requirements. Position will supervise medical records and administrative staff. Staff is located in Richardson, TX and Toronto Canada.

Responsibilities include:

- Coordinate, supervise and be accountable for the daily/weekly/monthly activities of team members.
- Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT.
- Coordinate work activities with other supervisors, managers, departments, etc.
-Serves as the primary contact for any complex or escalated team or production issues.
-Identifies and resolves operational problems using defined processes, expertise and judgment.
-Team supervision; provides coaching and feedback including any necessary corrective action.
-Conducts team performance reviews, facilitates monthly team meetings (or whatever frequency is deemed appropriate), and conducts monthly one on ones.
-Participates in interviewing and hiring as appropriate.
-Drives employee training, new hire and ongoing skills enhancement.
-Development and reporting of team goals, processes, and metrics.
-Maintains strong business partnerships with 3rd party vendors and internal customers (i.e. Sales, claims, training, customer support, etc.).
-Assists with escalated issues as needed.
-Serves as a SME to the team; manages by actively engaging with team throughout the day.
-Drives process improvement initiatives; identifying opportunities for more efficient and effective work management. Seeks opportunities for improvement, makes recommendations, and put corrective actions in place.
-Process creation and documentation as needed.
-Participates on vendor and client calls as needed.
-Team liaison for vendors and internal customers; maintains strong business partnerships with 3rd party vendors and internal customers (i.e. Sales, claims, training, customer support, etc.).
-Drives customer productivity and satisfaction.
-Serves as the departmental liaison for internal and external partners (i.e. sales, IS, IT, vendors, etc.).
-Takes the lead on high-level projects and responsibilities as assigned.
-Identifies and champions service and process improvement initiatives.
-Miscellaneous projects/responsibilities as assigned.


-4 plus years of customer service experience analyzing and solving process and service issues required.
-2 plus years serving in a Subject Matter Expert, Team Lead, and/or Supervisor capacity.
-2 plus years of Healthcare/insurance industry experience required.
-An education level of at least a highs school diploma or GED or 10 years of equivalent working experience.
-Ability to remain focused and productive each day through tasks that may be repetitive.
-Strong organization skills, project management, and prioritization skills.
-Demonstrated leadership skills. Leads by example and able to use effective positive influence skills to motivate the team.
-Excellent communication skills (verbal, written, and non-verbal).
-Proven interpersonal and team building skills; ability to work with diverse teams across departmental lines and functions and coaching/mentoring of others.
-Demonstrated necessary competencies to handle challenging situations, handles issues with an appropriate level of urgency & professionalism; successfully handles stressful situations/competing priorities.
-Embodies UnitedHealthcare Culture.
-Demonstrate effective presentation skills necessary to educate internal and external customers on service offerings.
-Display a high degree of motivation and the ability to work independently.
-Ability to recognize departmental and/or organizational opportunities and champion process improvement.
-Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications.


-Bachelor’s Degree.
-Training experience helpful.
-Must be willing to Travel 10%.

UnitedHealth Group is working to create the health care system of tomorrow.

Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.

Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

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.

About this company
2,445 reviews
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier...