Call Center 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. 

The Call Center Supervisor is responsible for supervising the daily activities of the inbound outreach associate team members. The Supervisor will be responsible for training, guiding and supporting the Call Center Agents or Outreach team members to execute their tasks. The Supervisor will be responsible for resolving problems that impact associate team members operations performance. They prepare and develop schedules to maintain adequate staffing levels; monitor and evaluate each individual and the team’s performance and generate productivity and related reports as directed by the Outreach Manager.

This position is 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 8:30 am – 5:00 pm EST. 

We offer 1 week of paid training. The hours during training will be 10:00 am – 6:30 pm EST from Monday – Friday.

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

Primary Responsibilities:

• Plan and supervise the daily activities of call center agents within Outreach, including assignment and effective communication of ongoing responsibilities, daily tasks and special projects
• Ensure each team member acquires the appropriate training and support needed to be successful in their roles
• Ensure each team member understands the systems and applications needed to conduct the requirements of their roles
• Prepare and manage schedules for the team, monitor attendance of staff, scheduling breaks and shifts as necessary and according to the guidelines of the assigned projects
• Partner with IT, facilities and other departments and vendors as needed to ensure the team has the necessary tools to effectively and efficiently complete daily tasks
• Serve as an information resource to answer Outreach Manager, logistic team, client services and other department managers, participating in meetings and huddles as required
• Communicate solutions, successes and opportunities of the team to the Outreach Manager
• Support, practice and ensure compliance by team, of all Episource policies
• Ensures each team member is meeting performance expectations
• May be assigned other duties
• Must maintain compliance with all company policies and procedures

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
• Must be 18 years of age OR older 
• 1+ year of experience with working in an inbound call center 
• Experience with supervising OR managing a team in a call center environment with a verifiable ability to lead, inspire and support individuals and teams under supervision
• Basic understanding of medical terminology and ability to handle healthcare documentation confidentially. (i.e. HIPAA and PHI)
• Computer skills in Microsoft Office Suite as well as Microsoft Excel reporting
• Ability to train Monday – Friday, 10:00 AM – 6:30 PM EST, for the first week
• Ability to work Monday – Friday, 8:30 AM – 5:00 PM EST

Preferred Qualifications:

• Experience with supervising a team of 10+
• Experience with supervising OR managing a team in a healthcare call center environment

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 

Soft Skills:

• Communication skills, both written and oral as well as solid office / administrative skills
• Written, verbal, interpersonal communication skills, and the ability to problem solve and manage data with great attention to detail
• Time management skills, be highly organized, self-motivated, ability to plan and prioritize effectively and able to work under a project based, deadline-oriented format with minimal day-to-day supervision

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy