Enhanced Family Support Supervisor – National Remote

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. 

Our values include: integrity, compassion, relationships, innovation and performance.9

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 7:00am – 7:00pm within a call center setting. It may be necessary, given the business need to meet our consumers when they are available, to work occasional overtime or weekends.

We offer weeks of paid training. The hours during training will be 7am to 7pm, Monday – Friday.  

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. 

 

Primary Responsibilities:

This management role is responsible for, but not limited to the following duties:

• Enjoys working in a fast paced environment and must be able to adapt quickly to change while executing
• efficiently
• Responsible for quality assurance of the operations by conducting audits, providing coaching/ feedback to reduce errors, and improving overall performance as well as processes
• Oversee work activities of frontline staff   
• Supports non-clinical operations across service model performance expectations (assessing performance, staff planning, implementing performance plans, coordinating, monitoring and evaluating)
• Sets team direction, resolves problems and provides guidance to members of the team 
• Coordinates, supervises, and is accountable for the daily activities of staff
• Sets priorities for the team to ensure task completion
• Ability to collaborate with peers to improve service model performance
• Develops plans to meet short and long term objectives
• Identifies and resolves operational problems using defined processes expertise and judgment
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
• Will be responsible to take incoming escalated calls, therefore must have proven ability to de-escalate consumers and the flexibility to support the inbound supervisor line between the hours of 7 am – 7 pm local time
• Ability to analyze data to identify performance gaps and determine a solution to close the gaps
• High level of professionalism with the ability to interact with high level executives and present information to them
• Provides process and technology expertise and support to staff
• Supports excellent employee performance by mentoring staff, encouraging staff development, and assist with team member Human Resource activities

 

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 years of working experience
• Must be 18 years or older
• 2+ years Management, Supervisory, and/or Leadership background
• 2+ years experience in the health care industry including clinical experience, Medicare/Medicaid, insurance, health promotion, and operations 
• Intermediate computer proficiency (Microsoft Word, Outlook, and Internet with Excel being a plus!)
• Optimistic, upbeat, and enthusiastic in times of challenge and constant change 
• Ability to work 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 7:00am – 7:00pm within a call center setting. It may be necessary, given the business need to meet our consumers when they are available, to work occasional overtime or weekends.

 

Preferred Qualifications: 

• Previous call center experience
• Strong written and verbal communication skills
• Strong presentation skills
• Self-directed worker
• Problem solving skills
• Detail oriented
• Highly organized
• Team building skills
• Leadership and mentoring skills

 

Telecommuting Requirements: 

• 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.