Service Account Management Supervisor - National Remote
About the position
In this role at Optum, you will enjoy the flexibility to telecommute from anywhere within the U.S. while tackling significant challenges in the healthcare sector. Optum is a global organization dedicated to delivering care through innovative technology, helping millions of individuals lead healthier lives. Your contributions will directly enhance health outcomes by connecting people with essential care, pharmacy benefits, data, and resources. The culture at Optum is deeply rooted in diversity and inclusion, providing you with talented peers, comprehensive benefits, and ample opportunities for career development. You will have the chance to make a meaningful impact on the communities we serve, advancing health equity on a global scale. As a leader in this position, you will be responsible for managing all aspects of center operations to ensure quality customer service for our members. This role requires high performance under minimal supervision, where you will provide direction, inspiration, and counseling to Supervisors, Team Leads, and Customer Representatives. You will monitor workflow functions, customer satisfaction, quality assurance, and other key performance indicators (KPIs) to meet or exceed established financial and operational objectives in collaboration with the Operational Manager and Operations Director. Your leadership will be crucial in fostering a culture of success within your teams, ensuring that they are engaged and committed to achieving their goals. You will also be responsible for client interactions, providing updates based on performance or projects. The position is full-time, requiring employees to work an 8-hour shift from Sunday to Saturday during certain months, and Monday to Friday during others. Training will be provided virtually, and adherence to UnitedHealth Group's Telecommuter Policy is mandatory. This role will challenge you and provide clear direction on what it takes to succeed, while also offering development opportunities for future roles you may be interested in.
Responsibilities
?? Manage teams and ensure all SLAs & MBOs are met.
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?? Work closely with other departments to formulate steps for Process Improvement, cost reduction and achieve business objectives.
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?? Groom new supervisors and team leads.
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?? Lead people development charters & ensure highly engaged workforce.
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?? Manage QA for respective processes & demonstrate expertise over generating solid results.
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?? Act as a culture ambassador of organization principles and values.
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?? Enforce Solid Performance Management Techniques and monitor the Performance Trend.
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?? Formulate Solutions to challenges faced and create a robust/sustaining governance model.
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?? Articulate Cost Optimization measures and implement the same across Businesses.
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?? Provide coaching and feedback to supervisors to enable them to improve their team's performance.
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?? Handle multiple clients & excel in customer engagement.
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?? Work closely with WFM to ensure PG's are met.
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?? Ensure compliance with internal policies and procedures, external regulations, and information security standards.
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?? Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization.
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?? Manage organization diagnosis, solution design and management of change initiatives.
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?? Develop retention and engagement strategies.
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?? Lead large, complex projects to achieve key business objectives.
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?? Translate highly complex concepts in ways that can be understood by a variety of audiences.
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?? Influence senior leadership to adopt new ideas, products, and/or approaches.
Requirements
?? High School Diploma / GED
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?? 2+ years of experience in Customer Service
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?? 1+ years of experience in a leadership role
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?? Ability to multi-task, set priorities, and manage time effectively
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?? Exceptional phone and verbal communication skills along with active listening
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?? Customer focus and adaptability to different customer situations
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?? Ability to learn new and sometimes complicated systems
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?? Must be 18 years of age OR older
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?? Ability to work full-time, Sunday - Saturday, 8:00am - 11:00pm EST (October - March) and Monday - Friday, 8:00am - 11:00pm EST (April - September) including the flexibility to work occasional overtime given the business need.
Nice-to-haves
?? 3+ years of experience in Customer Service
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?? 2+ years of experience in a leadership role
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?? Excellent interpersonal, written, and oral communication skills
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?? Demonstrated ability to meet production and quality goals
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?? Must be able to work in a collaborative atmosphere.
Benefits
?? Comprehensive benefits package
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?? Incentive and recognition programs
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?? Equity stock purchase
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?? 401k contribution
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