Call Center Supervisor Worcester

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The Call Center Supervisor supports and manages a group of Patient Service Representatives and serves as functional supervisor for Call center support staff. The Supervisor is the subject matter expert for the team and is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Assists new hires with additional training; monitors calls to ensure that department quality standards are met; identifies areas for improvement and schedules staff according to department needs.

Primary Responsibilities:

• Supervises the daily activities of the Patient Service Representatives to ensure departmental standards are being met along with monitoring and maintaining process flow
• Manages the queue of calls to ensure service levels are maintained
• Tracks attendance and performance of team and individuals
• Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model up to and including termination as appropriate
• Performs annual performance reviews of team members during merit cycles
• Implements process improvements for team
• Resolves patient escalation issues without further escalation by providing superior customer service and advanced problem-solving skills Interviews and selects candidates
• Ensures all personnel and department policies/ procedures are being followed. Provides insight and information to policy creation as needed
• Sets an example for staff to follow and exemplifies the ability to provide excellent service while exceling in the core functions performed by the Call Center staff
• Educates staff of any changes pertinent to their roles and with onboarding new hires
• Provides direction and support to staff to assure departmental effectiveness and efficiency
• Assumes on-call responsibilities to insure adequate staffing exists and utilizes problem-solving skills when appropriate
• Resolves all employee and patient concerns for the Call Center. Tracks trends and recommends ways to reduce issues
• Maintains QA statistics and reports results to the Supervisor
• Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on staffing levels, employee hires transfers, promotions, salary changes, discipline, terminations, and other similar actions.  Resolves grievances and other personnel problems within position responsibilities
• Coordinates and prioritizes the assignment of tasks and helps resolve technical and operational problems.  Evaluates the impact of solutions to ensure goals are achieved
• Requires in depth knowledge of area of specialty. Solid interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment. Leadership potential
• Customer Service: Ability to provide a high level of customer service to patients, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations
• Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance
• Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements
• Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager
• Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members
• Time management and organizational skills: Will be crucial for the supervisors as they manage the day-to-day responsibilities in a fast-paced, deadline driven environment
• 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

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:

• Bachelor’s degree (or equivalent education, training or experience)

• 3+ years of experience in a clinical and/or customer service or call center setting with 2+ years in a Lead or Supervisory role
• Experience with EPIC or a similar electronic medical records system

Unless certification, licensure or registration is required, an equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed in this description, may be substituted for the above requirements.

Physical Requirements:

• Physical health sufficient to meet the ergonomic standards and demands of the position
• Busy office environment with frequent deadlines and interruptions
• Extended work hours at short notice may occur with reasonable frequency. Off hour and weekend assignments are expected

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $48,700 to $87,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.