Senior Customer Specialist Manager – National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
UMR, UnitedHealthcare’s third – party administrator (TPA) solution, is the nation’s largest TPA. When you work with UMR, what you do matters. It’s that simple . . . and it’s that rewarding.
In providing consumer – oriented health benefit plans to millions of people; our goal is to create higher quality care, lower costs and greater access to health care. Join us and you will be empowered to achieve new levels of excellence and make a profound and personal impact as you contribute to new innovations in a vital and complex system. Opportunities are endless for your career development and advancement within UMR due to our record – breaking growth.
Regardless of your role at UMR, the support you feel all around you will enable you to do what you do with energy, quality, and confidence. So, take the first step in what is sure to be a fast – paced and highly diversified career.
If you thrive in a collaborative environment driven by supporting and leading others as well as process improvement this may be the role for you. As a Senior Customer Specialist Manager, you will collaborate with the customer specialist team, the customer specialist team leaders, account management teams and other UMR departments and department leaders. You will drive process improvement and efficiencies for the entire customer specialist team. You will manage and be accountable for a team of 8-10 customer specialist business analysts. You will work within MS office, SharePoint, Teams. You will be leading several weekly meetings and creating tracking for the various project initiatives that you and your team are responsible for. You would be able to ask your direct leadership on any questions or support needed. This role is 100% remote, and you can expect to be equipped with a laptop, docking station, mouse, headset, keyboard and 2 monitors by the company.
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 7:00 AM – 5:00 PM in their time zone. It may be necessary, given the business need, to work additional hours.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
As a Customer Service Manager, you will be responsible for:

Coordinate and supervise daily / weekly / monthly activities of team members

Set priorities for the team to ensure task completion and performance goals are met

Coordinate work activities with other leaders, managers, departments, etc.

Identify and resolve operational problems using defined processes, expertise and judgment

Provide coaching, feedback and annual performance reviews as well as formal corrective action

This role is equally challenging and rewarding. You’ll need to always stay positive especially in difficult situations. You’ll be asked to mentor, challenge, and communicate effectively with internal and external contacts.
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 with equivalent work experience

Must be 18 years of age or older.

3+ years of customer service or call center experience in a leadership role (not limited to people leaders)

3+ years of leader/supervisor or Customer Specialist mentor experience within an organization

Microsoft Word (ability to create, edit, save, and send documents)

Microsoft Excel (ability to create, edit, save, and send spreadsheets)

Microsoft Outlook (ability to create, edit, save, and send correspondence)

Proficiency with Windows PC applications and Microsoft Teams (ability to use it to effectively communicate with team)

Ability to work 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 7:00am – 5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

Experience with the UnitedHealthcare Shared Services product

Must be or have been a UMR employee (UMR is a UnitedHealthcare third-party administrator (TPA) solution)

Committee and project experience relating to the customer specialist position

Understanding of COBIS for reports

Previous experience as a customer specialist

Six Sigma certified

Experience with SharePoint development and maintenance

Project management experience

Microsoft OneNote (able to create, set up new tabs, and edit)

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

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The salary range for this is $88,000 – $173,200 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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UnitedHealth Group