Patient Support Center Supervisor – Poughkeepsie, NY

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.

This position is full-time, Monday – Friday. Employees are required to work our normal business hours of 9:00am – 6:00pm with a rotating Saturday every 5 weeks. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 6 Neptune Rd. Poughkeepsie, NY 12601.

We offer 3 weeks of on-the-job training. The hours of the training will be aligned with your schedule.

Primary Responsibilities:

• Supervise the activities of 20 team members and directly accountable for ensuring exceptionally high agent and department service levels, while promoting an environment of continuous improvement and best practices
• Responsible for ensuring agents provide extraordinary patient care by fostering a culture of empathy, employee engagement, recognition, training and staff development
• Provide continuous feedback to all direct reports through quality and coaching sessions utilizing quality scorecards to measure performance
• Maintain full understanding of call center processes and act as a subject matter expert; with ability to provide staff with appropriate resolution techniques for sensitive cases
• Handle escalated calls from patients for service recovery and resolve case to patient’s satisfaction
• Maintain all appropriate documentation and address disciplinary and performance opportunities timely, consistently, fairly, and following organizational policy and process
• Generate reports from Call Management System to analyze and interpret individual and team key performance indicators for adherence; including monitoring real-time queue metrics
• Present KPI reports to the Management team by collecting, analyzing, auditing, and summarizing data and trends
• Oversee all aspects of the Quality Assurance program, including call monitoring, evaluation, and calibration scoring
• Work collaboratively with the Workforce Analyst team to ensure appropriate staffing needs, coverage maintenance, schedule adherence and average handle time monitoring
• Interface with multiple internal areas focused on training /quality and provide input and feedback to Quality Management and Training to improve processes and procedures
• Interview applicants for Contact Center roles, using the formatted interview process and submitting recommendation to extend offer to qualified candidates

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
• 18 years of age OR older
• 3+ years supervisory experience in a fast paced, high stress environment, preferably in a call center or managed care environment
• 1+ years leading and managing a remote workforce
• Experience meeting key performance metrics
• Ability to work full-time, Monday – Friday. Employees are required to work our normal business hours of 9:00am – 6:00pm with a rotating Saturday every 5 weeks. It may be necessary, given the business need, to work occasional overtime or weekends.

Preferred Qualification:

• Experience working with NextGen EMR

New York Residents Only: The salary range for this is $48,300 – $94,500 per year. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

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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