USRN – Supervisor

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

Primary Responsibilities:

• Team Leadership & Coaching: Manage, coach, and mentor a team of US-licensed Clinical Nurses. Conduct regular 1:1s, performance reviews, and provide constructive feedback to ensure high-quality patient interactions
• Operational Performance: Monitor and drive key performance indicators (KPIs) such as schedule adherence, average handle time (AHT), quality assurance (QA) scores, and successful MTM completion rates
• Escalation Management: Serve as the first point of leadership escalation for complex patient interactions, technical issues, or workflow roadblocks
• Transition Support: Actively guide and support nurses transitioning from local bedside practice into a highly regulated US telehealth setting, ensuring they build confidence in telephonic patient care
• Process Improvement: Collaborate with the Operations Manager and SMEs to identify workflow inefficiencies and implement process improvements

• Compliance Oversight: Ensure the team strictly adheres to HIPAA regulations, data privacy laws, and MTM clinical guidelines

   

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Licensure: Active Philippine Registered Nurse (PRN) license. An active US Registered  Nurse (USRN) license is highly preferred
• Clinical Foundation: 2+ years of clinical/bedside nursing experience, providing a strong  understanding of disease state management
• Leadership Experience: At least 1+ years of supervisory or team lead experience  within a healthcare BPO, telehealth, or clinical call center environment
• Metric Fluency: Proven ability to manage and interpret contact center metrics (SLAs,  AHT, QA) and translate data into actionable coaching plans
• Schedule Flexibility: Ability to work Manila night shifts aligned with US CST hours,  with flexibility for extended hours during program ramp-up

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.

Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.