Call Center Supervisor, Patient Support Center

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.(sm)Position in this function is responsible for supervising the 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Patient Support Center to meet the department’s customer service and patient satisfaction standards. This position has 24-hour accountability of the non-clinical operations unit within the Patient Support Center.Hybrid work schedule: In office at least 3 days per week.Weekend shift available with two days of during the week.Primary Responsibilities:

Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer

Performs all duties of a Patient Support Center Representative, Lead

Supervises the daily operations of the department including all workflows, turnaround times, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines

Utilizes HealthCare Partners (HCP) systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals

Assures coverage of all shifts as required. Develops and approves staff work schedules

Takes escalated calls as well as high priority and difficult cases

Translates oral information into concise and accurate written documentation

Manages own work queues. Monitors and oversees staff work queues

Drafts policies and procedures and documents the work processes as required. Drafts revisions of policies and procedures as required. Works with management team for approval of all P&Ps

Ensures adherence to triage and pharmacy protocols as well as departmental and company policies and procedures

Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures

Establishes and maintains effective working relationships with other HealthCare Partners (HCP) departments

Prepares and presents reports to department management

Oversight of all timecards, PIP’s, and suggest corrective action plans for are employees and trainees

Presents information formally and informally to educationally and culturally diverse groups

Represents department in company projects

Mentors, coaches and motivates staff. Monitors and evaluates departmental and staff performance and administers staff evaluations

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 or GED or equivalent experience

3+ years of customer service experience in call center environment

2+ years of supervisory experience in call center environment

1+ years of experience in call center environment

Preferred Qualifications:

Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college

3+ years of Call Center supervisory experience in the healthcare industry

ACD telephone experience

Managed care and/or ambulatory care experience

Knowledge, Skills, and Abilities:

Computer literate

Proficiency in Microsoft office applications (Word, Excel)

Ability to type 35-40 wpm

Ability to work in rotating shifts

Excellent telephone skills and etiquette

Excellent written communication skills

Excellent verbal communication skills in person and on the phone

Good command of the English language

Demonstrated active listening skills

Ability to multi-task and work as a team player

Customer service-oriented

Ability to maintain composure in a challenging situation

Bilingual in English and Spanish (may be required)

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employmentCareers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.California Residents Only: The salary range for California City residents is $46,700 to $91,300. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.