Job details
Job type full-time
Full job description
Do you have compassion and a passion to help others? transforming healthcare and millions of lives as a result starts with the values you embrace and the passion you bring to achieve your life’s best work.(sm)
The call center supervisor is responsible for first-level response and resolution of escalated issues with external and internal customersThis role will also be dedicated to the overall delivery of benefits and services by providing support and guidance to existing and potential customers, to ensure continued membership.
Primary responsibilities:
Coordinates, supervises and is accountable for the daily activities of call center support unit
Sets priorities for the team to ensure task completion
Coordinates work activities with other supervisors
Develops plans to meet short-term objectives
Identifies and resolves operational problems using defined processes, expertise and judgment
Decisions are guided by policies, procedures and business plan
Product, service or process decisions are most likely to impact individual employees and/or customers (internal or external)
Demonstrate understanding of client business requirements to ensure that their needs are being met
Serve as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by all stakeholders
Establish credibility with clients to enhance client outcomes (e.g., knowledge of the healthcare and insurance industries, market specific information, best practices)
Proactively contact clients as needed to ensure effective delivery of our solutions and solicit customer feedback
Demonstrate understanding applicable systems / procedures in order to provide appropriate information to clients (e.g., workflows, claims processing systems, claims payment methodology)
Identify client scenarios that are not meeting mutual needs, and recommend appropriate course of action(e.g., unneeded solutions, unprofitable business, inability to meet expectations)
Evaluate and analyze client satisfaction metrics / data (e.g., satmetrix, satisfaction surveys, vop) to identify opportunities for improving client outcomes, and take appropriate action
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required qualifications:
2+ years of experience in a supervisory role
Intermediate level skills in ms word, outlook, and excel
Flexibility to job shift and provide coverage for other roles as needed
Willing/able to travel up to 10% for meetings / projects in fl market
Ability to work a flexible scheduleStandard schedule for the role is 9am - 6pm and will sometimes require a 8am - 5pm schedule
Preferred qualifications:
Bachelor’s degree
Experience in a healthcare setting / environment
Experience in call center leadership
Bilingual (english / spanish)
Unitedhealth group requires all new hires and employees to report their covid-19 vaccination status.
Careers with wellmedOur focus is simpleWe`re innovators in preventative health care, striving to change the face of health care for seniorsWe`re impacting 550,000+ lives, primarily medicare eligible seniors in texas and florida, through primary and multi-specialty clinics, and contracted medical management servicesWe`ve joined optum, part of the unitedhealth group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellnessOur providers and staff are selected for their dedication and focus on preventative, proactive careFor you, that means one incredible team and a singular opportunity to do your life`s best work.(sm)
Wellmed was founded in 1990 with a vision of being a physician-led company that could change the face of healthcare delivery for seniorsThrough the wellmed care model, we specialize in helping our patients stay healthy by providing the care they need from doctors who care about themWe partner with multiple medicare advantage health plans in texas and florida and look forward to continuing growth.
*all telecommuters will be required to adhere to unitedhealth group’s telecommuter policy.
Diversity creates a healthier atmosphere: optumcare is an equal employment opportunity/affirmative action employers 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.
Optumcare is a drug-free workplaceCandidates are required to pass a drug test before beginning employment.
Job keywords: supervisor, service account management, account manager, telecommute, telecommuting, telecommuter, work from home, work at home, remote, fl, florida
