Supervisor Escalations – 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 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 Supervisor role on the A4Me Elite Behavioral Health Specialist Helpline oversees individual contributor roles responsible for an exciting variety of responsibilities in Specialty Networks of OptumHealth. We are looking for someone who is detail oriented yet can see the big picture. We need of that rare person who balances solid leadership skills along with analytical skills with a positive, team focused personality and one who can support our Elite Advocate4Me behavioral health team members who work in a queue-based environment.
Schedule: Monday – Friday, 10:30am – 7:00pm Central Time Zone.
You’ll enjoy the flexibility to work remotely* from anywhere within the U.S. as you take on some tough challenges. Prefer CST locations.
Primary Responsibilities:

Responsible for 18 – 20 direct reports including performance management and providing supervision

Manage and review the daily inventory of the team providing coaching and support as needed

Supervise day to day activities for a call center operations team (including but not limited to monitoring, analyzing, improving as well as coaching, training, mentoring, motivating a group of team members)

Lead and Develop People (Bring in the Right Talent, Foster Teamwork and Collaboration, Drive Employee Engagement, Develop People, Leverage Diversity and Inclusion, Learn and Develop Self)

Deliver Value to caller (Optimize the caller experience, including compassion and empathy along with effective decision making)

Communicate Effectively (Communicate with Impact, Present Effectively, Listen Actively, Influence and Negotiate)

Lead Change (Demonstrate Emotional Resilience, Manage Change, Implement Innovative Solutions)

Drive Sound Decisions with High Quality of Execution (Make Decisions to Drive Action, Communicate Clear Direction, Manage Execution and Drive Operational Excellence)

Besides handling the core administrative tasks and day-to-day activities, he/she would be responsible for:

Tracking results to assist in identifying areas of opportunity (individual and team)

Partnering with other areas of business to handle issues and escalated cases with urgency

Reporting results from these follow-up opportunities

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 (or higher)

5+ years of BH customer service experience or office experience

2+ years of call center experience (including knowledge of CMS, VCC, IEX, WFM)

2+ years of team lead or supervisor experience

Preferred Qualifications:

6+ years of customer service experience or office experience

5+ years of call center experience (including knowledge of CMS, VCC, IEX, WFM)

3+ years of team lead or supervisor experience

Experience with managing dedicated accounts

Experience with relationship building with elite partners

Solid knowledge of Word, Excel and PowerPoint

Soft Skills:

Solid verbal and written communication skills

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C. Residents Only: The salary range for this role is $58,300 to $114,300 annually. 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.

UnitedHealth Group