Supervisor, Patient Care Call Center - Remote

Optum Home & Community Care, part of the UnitedHealth Group family of businesses, is creating something new in health care. We are uniting industry-leading solutions to build an integrated care model that holistically addresses an individual’s physical, mental and social needs – helping patients access and navigate care anytime and anywhere.

As a team member of our Landmark product, we help bring home-based medical care to complex, chronic patients. This life-changing work helps give older adults more days at home.

We’re connecting care to create a seamless health journey for patients across care settings. Join our team, it’s your chance to improve the lives of millions while doing your life’s best work.(sm)

Do you want to make a difference in healthcare?
Landmark Health was created to transform how healthcare is delivered to the most medically vulnerable members in our community. Our medical group provides home-based medical care to chronically ill patients, many of whom are ill-equipped to navigate our overwhelming healthcare system.

Because many of our patients are frail and elderly, we deliver care primarily in the comfort of their home. Our Program is also offered to eligible patients at no incremental financial cost to them. We are not a fee-for-service practice; we benefit economically only if we deliver high-quality patient outcomes and satisfaction. As a result, our clinical teams can spend quality-time caring for a smaller number of patients, giving all patients the space, respect, compassion and care they deserve.

At Landmark, our interdisciplinary teams collaboratively manage our complex patient panels. These teams are led by Physicians, Nurse Practitioners, and Physician Assistants, with supporting care provided by RN Nurse Care Managers, Social Workers, Pharmacists, Behavioral Health, and other employed team members.

Join Landmark to be part of a growing company full of purpose-driven, action-oriented, and compassionate team members working to dramatically transform healthcare for our communities.

OBJECTIVE
The Clinical Call Center Supervisor handles the day to day operations and assists the Manager with managing performance, productivity, and daily goal adherence. The Clinical Call Center Supervisor handles all aspects of Patient Care Coordinator, Advanced Practice Provider and Market relations including attendance tracking, training, reporting and any form of escalated customer service resolution and problem-solving.

If you are located in Atlanta, GA, you will have the flexibility to work remotely* as you take on some tough challenges

Primary Responsibilities:

• Hiring, training, and preparing Patient Care Coordinators to respond to patient request, questions, and complaints
• Observe Landmark Health policies and procedures, client contract requirements, state guidelines, and NCQA standards
• Monitor and maintain Workforce management systems
• Lead operational and market meetings for the department
• Act as a SME for non-clinical processes
• Maintaining current knowledge of all Landmark processes and procedures
• Preparing reports and analyzing data to assist management as they determine call center goals
• Ensuring the team understands and comply with all call center objectives, performance standards, and policies
• Working with other supervisors and management team members to support the team and maximize customer satisfaction
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Identifying operational issues and suggesting possible improvements

Competencies
To perform the job successfully, an individual should demonstrate the following competencies

• Excellent organizations skills
• Solid written and verbal communication skills
• Detail-oriented
• Solid coaching/mentoring skills
• Ability to maintain confidentiality
• Effective Interpersonal skills

Supervisory
Positions reports to the Senior Manager, Medical Director, Clinical Call Center Manager, Executive Director

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:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Call Center: 6+ years of experience
• Windows-based computer skills
• Proficiency in Microsoft Office
• Call Center Management: 3+ years of experience
• High School graduate or equivalent

Preferred Qualification:

• Health Care Experience

Physical Demands
Below are the physical requirements which are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular requirement to talk and listen
• Regular requirement to sit; use hands to touch, handle or feel
• Vision abilities include close vision, peripheral vision, depth perception and ability to adjust focus

Work Environment
Below is a description of the work environment that the employee will encounter while performing the essential functions of the job.

• 25% travel required
• Noise level is usually moderate
• Remote
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles

Acknowledgement
I have read the position description on the preceding pages and I understand the requirements of the role. I have the ability to perform all of the functions listed, or have advised management of any reasonable accommodations that need to be made. I understand that this acknowledgement is not to be constructed as an employment contract of any duration.

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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.