Customer Service Supervisor

This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start Caring. Connecting. Growing together.

The Customer Service Supervisor position is responsible for managing call center agents toward meeting contractual service obligations. We schedule for a variety of clinics and providers affiliated with public health systems and are often the first point of contact between the provider and their patients. Our agents are well versed in many provider types including Pediatrics, Internal Medicine, Women's Health, specialty services and the list goes on. We take extreme pride in providing the ultimate patient experience for the clinics we serve.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm MST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule during normal business hours.

Primary Responsibilities:

• This position is responsible for planning, organizing, directing and leading a team of customer service agents to support providers
• Responsible for managing the scheduling and attendance of his / her team
• Interviews and screens applicants
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met
• Accurately track and manage contact center schedule adherence
• Prepare daily / weekly / monthly and ad hoc reports and distribute to Management
• Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met
• Effective communication with Team, staff, and all divisions necessary to your role

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:

• High School Diploma / GED
• Must be 18 years of age OR older
• 2+ years of customer service experience within a call center environment
• 1+ years of supervisory / manager experience in a call center environment
• Experience with managing direct reports, mentoring & coaching
• Experience with monitoring and driving key performance indicators within a contact / call center
• Experience with Microsoft Word (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables), and Microsoft Outlook (email and calendar management)
• Ability to work any of our full time, shift schedules during our normal business hours of 8:00 am - 5:00 pm MST from Monday - Friday

Preferred Qualifications:

• Medicaid OR medical billing experience
• Quality Assurance experience
• Experience in working with HIPAA guidelines
• Experience in working with telephony systems

• Familiarity with online systems to manage / monitor process flow (i.e., iNterchange)

   

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Strong analyti