Customer Service Supervisor

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Supervisor is responsible for the operational success and performance of a Regional Access Team, guiding staff to meet company objectives and ensuring a superior experience for patients and practices.

Responsibilities:

• Determines and implements call center operational strategies, in partnership with the management, by conducting needs assessments, performance reviews, capacity planning, defining user requirements; production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Directly manages and mentors Call Center staff and the daily operations of the access center
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends and reports out on this regularly to their manager
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; participating in system upgrades
• Accomplishes call center human resource objectives recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Builds solid positive partnerships with site based leaders within their region of responsibility including Practice Administrators, Chiefs, Nurse and Regional Managers
• Works as a team with other Access Operations Supervisors to enhance the success of the Access Programs within the Service Line (s)
• May provide back-up supervisory support for other areas and/or locations within or across region(s) and service lines on an as needed basis
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Plans, facilitates and leads department meetings and trainings within their region of responsibility
• Partners with the manager in the development of monthly, quarterly and annual call center goals and action
• Supervises large group (approximately 20+ direct and/or indirect reports) of non-clinical exempt and nonexempt staff. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems
• Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, and fosters the effective integration of efforts with organization-wide initiatives
• Ensures compliance with regulatory agencies. Develops and maintains procedures necessary to meet regulatory requirement
• Ensures that assigned area comply with 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
• Enhances professional growth and development through educational programs, seminars, etc
• Performs similar or related duties as required or directed
• Regular, reliable and predicable attendance is required

Requirements:

• High School Diploma / GED
• Must be 18 years of age OR older
• 5+ years of progressively responsible professional level experience in healthcare operations, patient access, or a related setting with 2+ years of progressive leadership experience within healthcare
• Experience leading a team in a fast-paced, high-volume and fluid call center environment
• Ability to prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer's experience surpass any expectations put in place
• Advanced in Microsoft Office tools (Microsoft Excel, Microsoft Word, and Microsoft Outlook)
• Knowledge of medical terminology
• Must live within a communicable distance to a Reliant office
• Ability to work full-time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm EST. It may be necessary, given the business need, to work occasional overtime
• Reside within the state of Massachusetts, Connecticut, Rhode Island, New Hampshire, Vermont OR New York
• 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
• Proven exceptional interpersonal and customer service skills with a solid ability to openly and effectively communicate
• Proven solid problem-solving and conflict resolution skills
• Proven ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success