Supervisor Customer Service - US Remote

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timePosted 8 days ago location United States salarySalary undisclosed
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Job Description

At Optum, the mission is clear: Help people live heathier lives and help make the health system work better for everyone. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans. By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system. There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work. SM

This position is full-time (40 hours/week) 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 to 8:00pm). It may be necessary, given the business need, to work occasional overtime or weekends. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at:

Primary Responsibilities:

  • Set priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level, FCR and Caller Experience Surveys
  • Entering payroll on a weekly basis for your team
  • Conducting development and production meetings with your team
  • Perform side by side call handling evaluations / monitoring your team's call activities and performing QA on calls
  • Mentoring staff and overseeing the team's activities
  • Handling escalated calls to resolve issues
  • Resolving team scheduling issues and conflicts
  • Reinforcing training for existing reps
  • Creating job training aides
  • Actively coach agents to improve Veterans experience goals and objectives
  • Assisting in the interview process of hiring agents
  • Meeting Scheduling and call center metrics and goals
  • Coordinate work activities with other supervisors, managers, departments, etc
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Provide coaching and feedback to team members, including formal corrective action
  • Conduct annual performance reviews for team members
  • Provide expertise and customer service support to Veterans, VA staff and providers
  • Coordinate, supervise and is accountable for the daily activities of business support, technical or production team or unit
  • Lead or support department and OpX projects as needed
  • Develop solutions based on client needs, business requirements and / or internal operational process gaps. There is responsibility for working independently on complex issues / projects, including those that require complex integrations or new processes
  • Lead, initiate and support various OptumServe, CCN and OpX projects to improve quality and / or efficiency
  • Support the design, facilitation, training & evaluation of employee incentive programs
  • Proactively identify opportunities and gaps impacting the operation

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 higher)
  • 1+ years of experience leading, managing or supervising direct reports in a Customer Service environment
  • 2+ years of Call Center experience
  • 6+ months of experience handling escalated calls
  • Ability to create, copy, edit, send and save documents using Microsoft Word, Microsoft Excel, and Microsoft Outlook
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Bachelor's Degree (or higher)
  • Experience with training, coaching and mentoring
  • Experience with call center technology (i.e. auto dialer)
  • Experience working with the senior population
  • Experience in healthcare or managed care
  • Experience leading in a virtual environment

Soft Skills:

  • Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills
  • Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal - orientated environment

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we've taken to ensure employee well-being include:

  • Transitioned our new hire training classes to be conducted virtually
  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
  • Fully cover the COVID-19 healthcare costs for our employees
  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities at:

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

Colorado Residents Only: The salary range for Colorado residents is $43,200 to $76,700. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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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