At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
A Supervisor of Member Services is call center supervisor with a focus on Global Health Insurance and Healthcare. This position is responsible for supervising, monitoring, coordinating and developing the Expatriate Insurance Member Services Team. A Supervisor of Member Services will be responsible for first-level response and resolution of escalated issues with external and internal customers and will help to identify and resolve operational performance concerns to ensure performance metrics are met.
This position is full – time. Employees are required to work night shift schedule and be flexible to adjust to other shifts when needed but the primary time slot will be overnight since we support a 24-hour call center industry. Training will be conducted virtually from your home.
We offer weeks of on-the-job training. The hours of the training will be aligned with your schedule.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
Supervises employees to ensure performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Hold Times, Customer Satisfaction, and other performance metrics
Monitors and ensure inbound queue coverage at all times, utilizing all available staffing resources. Works with Work Force Management to adjust work schedules to meet business needs
Helps set priorities and monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniques
Helps implements strategies to improve operational performance including call management, 1st call resolution, process workflows, quality and NPS
Leads regular team meeting to communicate changes, relevant operational performance information and / or to build employee engagement
Helps to hires, Supervises, and develops new employees and proactively monitors individual and team performance by providing frequent and ongoing coaching
Monitor’s attendance, tardiness, and performance to ensure compliance within company guidelines
Supports call volume during peak times, to include taking member calls and escalations as needed
Coordinates OJT and ongoing training and coaching to include changes such as policy, procedural and overall performance in regularly scheduled one on one’s
Helps identify trends in member impacting issues and work with appropriate teams or leadership to resolve
Demonstrate leadership by proactively reviewing current policy / procedures / workflows and requests updates to out of date processes and procedures to ensure continued EMS Compliance
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
Must be 18 years of age OR Older
3+ years of Customer Service experience with analyzing and solving customer problems
1+ years of Supervisory / Leadership experience
Ability to work any shift between flexible hours to support a 24-hour call center industry based on business need
Ability to work night shift schedule and be flexible to adjust to other shifts when needed but the primary time slot will be overnight since we support a 24-hour call center industry. Training will be conducted virtually from your home
Preferred Qualifications:
Supervision / Management experience in a call center
Performance Management experience
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
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
The salary range for this role is $59,500 to $116,600 annually based on full-time employment. 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
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