Service Account Management Supervisor - National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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 role requires high performance under minimal supervision, provides direction, inspiration, and counseling to Supervisors, Team Leads and Customer Representatives. Monitors workflow functions, outcomes, customer satisfaction, quality assurance, first contact resolution, among other KPIs, with the result of meeting or exceeding the established financial and other objectives set in cooperation with the Operational Manager and Operations Director. 

Having energized and friendly leaders is essential for creating success in our teams. In this role, you will be responsible for managing all aspects of center operations to provide quality customer service to our members. As a leader, you will provide clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement. This role will occasionally require client interaction to provide updates based on performance or projects.  

This position is full-time Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00am – 11:00pm EST. It may be necessary, given the business need, to work occasional overtime and weekends.  

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

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities  

• Manage teams and ensure all SLAs & MBOs are met. 
• Work closely with other departments to formulate steps for Process Improvement, cost reduction and achieve business objectives. 
• Groom new supervisors and team leads. 
• Lead people development charters & ensure highly engaged workforce. 
• Eye to detail in managing QA for respective processes & demonstrate expertise over generating solid results. 
• Be the culture ambassador of organization principles and values. 
• Enforce Solid Performance Management Techniques and monitor the Performance Trend 
• Formulate Solutions to challenges faced and create a robust/sustaining governance model. 
• Articulate Cost Optimization measures and implement the same across Businesses. 
• Provide coaching and feedback to supervisor to enable them to improve their team’s performance. 
• Handle multiple clients & ace the customer engagement. 
• Work closely with WFM to ensure PG’s are met. 
• Ensure compliance with internal policies and procedures, external regulations, and information security standards. 
• Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization 
• Organization diagnosis, solution design and management of change initiatives 
• Develop retention and engagement strategies. 
• Leads large, complex projects to achieve key business objectives. 
• Translates highly complex concepts in ways that can be understood by a variety of audiences. 
• Influences senior leadership to adopt new ideas, products, and/or approaches.

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 Qualification 

• High School Diploma / GED 
• Must be 18 years of age OR older
  
• 2 year of experience, in Customer Service 
• 1 year of experience in a leadership role 
• Ability to multi-task, set priorities, and manage time effectively. 
• Exceptional phone and verbal communication skills along with active listening 
• Customer focus and adaptability to different customer situations 
• Ability to learn new and sometimes complicated systems. 
• Ability to work any of our 8-hour shift schedules during our normal business hours of 6:00am – 11:00pm EST. It may be necessary, given the business need, to work occasional overtime and weekends

Preferred Qualifications  

• Excellent interpersonal, written, and oral communication skills 
• Demonstrated ability to meet production and quality goals. 
• Must be able to work in a collaborative atmosphere. 
• 3 years of experience in Customer Service 
• 2 years of experience in a leadership role 

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.

Soft Skills 

• Extensive Customer Service experience and leadership possibly in multiple functions.  
• Work does not usually require established procedures. 
• Works independently. 
• Mentors others. 
• Acts as a resource for others. 
• Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function. 
• Solves complex problems on own; proactively identifies new solutions to problems. 
• Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function. 

California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for this is $58,300 - $114,300 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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