Position Description: Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.
The Customer Service Manager is responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. The focus of the team is to provide member support through both Inbound and Outbound Call Center. When you are in the business of health care, you're in the business of people. At UnitedHealth Group, we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care. Primary Responsibilities:
Manage multiple call teams for quality, performance, productivity and schedule adherence
Monitor business level reports daily, weekly and monthly to ensure goals are met
Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
Coordinates work activities with other supervisors, managers, departments, etc.
Identifies and resolves operational problems using defined processes, expertise and judgment
Provides coaching and feedback to team members, including formal corrective action
Conducts annual performance reviews for team members
Adapt departmental plans and priorities to address business and operational challenges
Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
Oversee quality and incentive programs for staff
Ensure that teams are appropriately staffed to meet state requirements, in partnership with workforce management.
Manage team employee engagement activities as well as team communications, ensuring that employees are respected, engaged, and productive
Support staff by taking escalated member calls (identified by MCO staff, State staff, providers, advocate, organizations, and members.). In peak times, support team by making outbound calls
Operates with high independence and accountability, as this persons manager will not be on site
Adopt a test and learn approach to continuously identify opportunities for improvement, testing and measuring new ideas, and quickly implementing successful changes across the team that represent the needs of our members as well as the business
Influence or provide input to Health Plans on operating performance, issues or opportunities
Participate in operations planning discussions with the Member Engagement Team
Attend monthly and quarterly meetings to review quality of service, performance metrics, call type reporting, etc., to identify opportunities to improve the member experience
Execute policy and procedural changes that result in improved member access and quality of care
Carry out responsibilities in accordance with the UHG's policies and applicable laws
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities... in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term.
We serve our clients and consumers through two distinct platforms:
?UnitedHealthcare, which provides health care coverage and benefits services.
?Optum, which provides information and technology-enabled health services.