Customer Service Supervisor (Plan Advisor Supervisor) - National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
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 and start doing your life’s best work.SM
Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s challenging. And addressing the challenges is being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our members. You’ll handle 50-70 calls per shift, always remembering to bring compassion and a sense of engagement to enhance the customer experience.
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 7:00am -5:00pm CST. It may be necessary, given the business need, to work occasional overtime.

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

Primary Responsibilities

• Maintains an acceptable level of customer service, productivity and quality of work performed for the assigned unit
• Identifies and develops the skill sets of individual staff members for further advancement
• Participates in developing, refining and implementing unit policies and procedures
• Set priorities for the team to ensure tasks are completed and performance goals are met
• Identifies methods of increasing efficiencies and improving work flows
• Develops staff by providing information, educational opportunities and growth opportunities
• Contributes to team effort by accomplishing related results as needed
• Maintains staff by orienting and training employees
• Analyzes and resolves inquiries from members and providers
• Analyzes team performance results by reviewing productivity and quality of work performed by assigned unit
• Responds to staff by assisting with questions, provides a course of action
• Completes performance reviews yearly for staff
• Maintains staff job results by coaching, counseling, and disciplining employees, planning, monitoring and documenting job performance
• Supervises and plans monthly team meetings
• Supervises, analyzes, authorizes and directs the daily/weekly/monthly work activities for assigned employees
• Meets with individual staff members regularly to assess and align performance goals to ensure staff members are on schedule in attaining their goals

This role is equally challenging and rewarding. You’ll interact with customers continuously by phone and in writing. Within a high-volume setting, you’ll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
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

• 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.
• Microsoft PowerPoint (edit / save, presentation skills)
• High School Diploma / GED (or higher) OR equivalent experience
• 1+ years of supervisor or team lead experience
• 2+ years of CPS experience within UMR, or, Navigator system
• 2+ years of inbound/outbound customer service experience, preferably healthcare but any service industry
• Microsoft Outlook (compose / send emails)
• Experience with Microsoft Excel (edit and/or create spreadsheets/docs, data entry, sort, and filter)
• Microsoft Word (edit / save documents)

Preferred Qualifications

• Experience as a supervisor in the healthcare industry
• 2+ years of claims processing experience

Soft Skills

Commitment to deliver high quality customer service to members with each and every transaction

• Active listening and strong communication skills while demonstrating compassion and empathy with members and providers

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

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life’s best work.SM
California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The salary range for California / Colorado / Connecticut / Nevada / New Jersey / New York / Washington / Rhode Island residents is $46,700 - $91,300.Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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
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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