Switchboard Supervisor - Worcester, MA

If you are within a commutable distance of the office: 666 Lincoln Street, Worcester, MA, 01605, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This hybrid position (a combination of onsite and remote) is full-time, Monday - Wednesday & every other weekend. The office is a 24-hour, 7 days per week operation. You will also provide holiday coverage. Employees are required to work any shift between the hours of 1:00 PM - 11:00 PM from Monday - Wednesday and 10:00 AM - 8:00 PM every other weekend including the flexibility to work 4 holidays per year based on business need.

Our office is located at 666 Lincoln Street, Worcester, MA, 01605. Employees will be required to work 2 days on - site per week and some days from home.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Supervises assigned employees and activities for the efficient administration of switchboard activities.
• Coordinates a broad range of functions including assisting patients with general information including meetings, directions, classes, hours of operations etc.
• Receives, screens and directs external and internal calls.
• Distributes and monitors the flow of work for an assigned group of employees.
• Provides administrative support services and other related duties.
• Supervises assigned personnel including performance evaluations, scheduling, orientation, and training.
• Makes recommendations on employee hire, transfers, promotions, salary changes, discipline, terminations, and other similar actions.
• Resolves grievances and other personnel problems within position responsibilities.
• Provides input based on observations related to counseling and disciplinary issues.
• Implements corrective actions plans as required.
• May process payroll for assigned staff following standard procedures.
• May be responsible for Leader Standard Work.
• Plans, implements and evaluates the assigned staffing needs on a daily basis to adequately support switchboard.
• Assigns staff based upon patient needs, practice volume, staff qualifications and department policy.
• Assist Manager or others in responding to patient concerns as needed.
• Monitors and addresses patient complaints within position responsibility.
• Ensures the highest level of patient satisfaction.
• Works with physicians and others to address and prevent problems.
• Provides effective direction, guidance, and leadership over the administrative staff for effective teamwork and motivation, and fosters the effective integration of efforts with clinic - wide initiatives.
• Participates in the development and recommendation of the operating and capital budgets for the areas managed.
• Manages activities to ensure financial goals met.
• Monitors expenditures for compliance to approved budget.
• Resolves discrepancies.
• Coordinates the assignment of tasks and helps resolve technical and operational problems.
• Evaluates the impact of solutions to ensure goals are achieved.
• Assist in developing policies and programs within the department; acts as a positive role model for staff.
• Creates an environment that nurtures empowerment of administrative staff members; encourages the development of self - directed work teams; proactively pursue and encourage continuous quality management and innovation.
• Demonstrates an ability to work effectively and communicate frequently with all members of the patient care and administrative team; orchestrates and actively participates in daily huddles to promote effective communication with staff, providers and other members of the interdisciplinary team.
• Provides training and technical assistance to employees within the assigned work area.
• Ensures that assigned employees are provided with appropriate resources, materials, and methods.
• Provides recommendations to manager / supervisor for the most efficient utilization of assigned employees.
• Receives and screens external and internal calls; answers incoming emergency and non - emergency calls for medical service; directs / dispatches calls to appropriate area or contact, or documents and processes message.
• May handle emergency calls.
• Expert in all switchboard functionality including transfer, conference, serial call, hold, join, camp, and page.
• Expert knowledge of departmental policies and procedures, makes updates as required.
• Places phone calls and takes messages accurately.
• Expert knowledge of the call schedule (Amion).
• Expert knowledge of switchboard operations and all screen functionality and navigation.
• Makes updates as required.
• Expert use of effective, active listening skills to determine patient needs.
• Expert in managing patient expectations in a satisfactory and consistent manner.
• Displays exemplary service attitude including the willingness to help, respectful and courteous, take ownership, positive attitude, build rapport, uses empathy statements.
• Expert use of conflict resolution and negotiation steps for handling difficult callers.
• Follows documented procedures and protocols.
• Documents conflicts and issues to facilitate fact gathering, root cause analysis and actions for resolution.
• Receives external and internal calls during hours the organization is closed; answers incoming emergency and non - emergency calls for medical service; documents and processes message, dispatches call to appropriate area or contact.
• Provides training, assistance, guidance and leadership to peers.
• Logs every message or incident.
• Documents required data.
• Provides patient next steps and sets expectation for follow - up.
• Determines appropriate coverage, such as on call, next day, urgent care, triage, etc.
• Manages after hours’ employee schedules.
• Handles calls based on experience, training, policies and procedures.
• Dispatches or directs calls to appropriate contact based on experience, training, policies and procedures.
• Full knowledge of departmental software.
• Calls are directed properly throughout the system.
• Messages are logged appropriately
• Works as liaison with network services, software vendor, and telecom to address any system problems.
• Maintains and makes changes to the database; on call, coverage, protocol and procedure changes.
• Ensures compliance with department standard operating procedures, notifies Manager or others of discrepancies.
• Assists in developing policies and programs within the department.
• Responsible for maintenance and reconciliation of Electronic Medical Record system.
• Processes check requests, mileage, expense forms, etc. following standard procedures.
• Ensures compliance with regulatory agencies such as DPH, etc.
• Develops and maintains procedures necessary to meet regulatory requirement.
• Ensures that assigned area comply with clinic established policies, quality assurance programs, safety, and infection control policies and procedures.
• Ensures adequate equipment and supplies for assigned area.
• Ensures compliance to all health and safety regulations and requirements.
• Performs similar or related duties as required or directed.

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 OR equivalent experience
• 2+ years of Switchboard experience in a medical setting
• Ability to type at the speed of 25+ WPM (words per minute)
• Knowledge of various software applications such as Microsoft Word, Microsoft Excel, Microsoft Outlook, etc.
• Ability to work any shift between the hours of 1:00 PM - 11:00 PM from Monday - Wednesday and 10:00 AM - 8:00 PM every other weekend including the flexibility to work 4 holidays per year based on business need
• Must be 18 years of age OR older

Preferred Qualifications:

• 1+ years of experience with using departmental software (ex., Amion, Electronic Medical Record system)
• 1+ years of Call Center / Customer Service experience
• Knowledge of switchboard operations

Telecommuting Requirements:

• Reside within a commutable distance of the office: 666 Lincoln Street, Worcester, MA, 01605
• 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:

• Excellent organizational, interpersonal, and communication skills
• Demonstrated leadership ability to include organizational, interpersonal, team building, and communication skills
• Ability to work across various departments

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.

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