Manager Customer Service - Franklin, TN at United Health Group

Posted in Management 22 days ago.

Type: Full-time
Location: FRANKLIN, Tennessee

Job Description:
OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

The Manager Customer Service is responsible for the day to day Operational oversight of the Contact Center in order to meet our member scheduling goals. Manages and is accountable for the HouseCalls Supervisor Team and Agent staff. Directly managing up to 12 Team Care Supervisors with a total organization of up to 250 FTE.

Primary Responsibilities:
  • Responsible for the daily operations of the HouseCalls Contact Center to include direct oversight of the leadership team
  • Determine call center operational goals by conducting and communicating needs assessments, performance reviews, production analysis, productivity outcomes, quality trending, and customer - service standards; contributing information and analysis to organizational strategic plans and reviews
  • Contribute to innovative planning for contact center systems by collaborating with key stakeholders during the planning, developing, and deployment of end - user functionalities, user acceptance test plans, and planning and controlling implementations
  • Maintain and improves contact center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, and managing system and process improvement and quality assurance programs
  • Collaborate with Call Center Managers in other Team Care sites, Human Capital Partners, Workforce Management, and Training / Quality team in recruiting, orientation, training, and disciplining employees, communicating job expectations
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintain operational status of the business by tracking emerging trends in the contact center and communicating performance milestones / barriers to senior leadership
  • Contribute to professional development by attending educational workshops, peer to peer mentoring, personal networking, and participating in professional organizations
  • Responsible for engaging with leaders and call center schedulers through team building activities, communications, and 1:1 discussions
  • Model the organizational culture and values

Required Qualifications:
  • High School Diploma / GED (or higher)
  • Ability to work between the hours of 8am - 8pm, Monday to Friday
  • 5+ years of contact center operations experience
  • 5+ years of progressive leadership experience (direct or indirect management)
  • 3+ years of experience managing 1 or greater direct reports (Supervisors)
  • Ability to travel less than 6% overnight in the U.S
Preferred Qualifications:
  • Bachelor's Degree (or higher)
  • Health Care or Insurance Industry experience
  • Experience with Call Center technology (i.e. auto dialer, work force management software, and quality monitoring tools)
  • Experience working with the Senior population
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. 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. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

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.

Keywords: Manager, Housecalls, Optum, Call Center, leader, leadership, direct reports, management, operations, healthcare, insurance,