Supervisor, Patient Support Call Center (Hybrid)

OVERVIEW OF THE POSITION:

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.

ESSENTIAL FUNCTIONS:

• Consistently exhibits behavior and communication skills that demonstrate Optum's 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. when required
•  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 Optum 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 Optum 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.
• Recommends staffing adjustments based upon productivity and ACD Reports.
• Participates in the recruitment and hiring of staff.
• Demonstrates customer service-oriented behavior at all times.
• Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Is available to participate in supervisory coverage for all Optum recognized holidays and weekend coverage.
• Full oversight for the Self Insured and High Deductible team assignments and daily workflows
• Performs additional duties as assigned.

EDUCATION:

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

EXPERIENCE:

Minimum:

• Over 1 year and up to and including 3 years of experience.
• Over 2 years and up to 5 years of supervisory experience.
• Over 3 years of customer service experience.

Preferred:

• ACD telephone experience.
• 3 years of Call Center supervisory experience.

KNOWLEDGE, SKILLS, 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.
• Multilingual preferred.

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you’ll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM)

Diversity creates a healthier atmosphere: Optum and its affiliated medical practices are 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. Optum and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.