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C&s Customer Service Supervisor - National Remote 🔥


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

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. SM

This position is responsible for providing expertise and customer service support to members, customers, and/or providers. This role has approximately 20 direct reports in the National Experience Center, with varying tenure and skill. This position coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit. The Supervisor hires, manages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching.

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 8:00am - 8:00pm EDT. 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:

  • Supervises approximately 20 employees with varying tenure and skill. Direct reports are located at same site, work at home or at a remote UHC site.
  • Coordinates, supervises and is accountable for the daily/weekly/monthly activities of team members
  • Sets priorities for the team and ensures performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics
  • Sets priorities and monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniques.
  • Identifies and resolves operational problems using defined processes, expertise and judgment. Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality/WAPMO and United Experience Survey. As needed, prepares, delivers and manages remediation plans.
  • Leads regular team meetings to communicate changes, relevant operational performance information and/or to build employee engagement.
  • Hires, manages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching.
  • Monitors attendance and tardiness to ensure compliance within company guidelines.
  • Enforces company policy and helps others adapt to change
  • Coordinates work activities with other supervisors, managers, departments, etc.
  • Monitors and ensure inbound queue coverage at all times, utilizing all available staffing resources. Adjust work schedules to meet business needs.
  • As needed, supports call volume during peak times, to include taking member calls and escalated calls.
  • Quality monitoring of member contacts to ensure quality assurance standards are met.
  • Consistently communicates changes such as policies, procedural and overall performance as a team and one-on-one.

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 (or higher)
  • 5+ years of customer service experience resolving customer problems
  • 2+ years of call center experience
  • Ability to work any 8 hours shift anytime between Monday through Friday 8:00am - 8:00pm EDT

Preferred Qualifications:

  • 2+ years of supervisory experience

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers with UnitedHealthcare . Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life’s best work. SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $54,400 - $97,000. The salary range for Connecticut / Nevada residents is $60,000 - $106,700. 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.

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.

Keywords: #RPO, #YELLOW

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