Customer Service Supervisor - Phoenix, AZ

UHG Phoenix, AZ

About the Job

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.

Primary Responsibilities:

  • Coordinate, supervise and is accountable for the daily / weekly / monthly activities of business support, technical or production team or unit
  • Ability to coordinate projects for the department
  • Set priorities for the team to ensure task completion
  • Develop plans to meet short - term objectives
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Decisions are guided by policies, procedures and business plan
  • Provide training / mentoring to other team members, as needed (e.g., new - hires, refresher training)
  • Demonstrate understanding of internal / external factors that may drive caller questions / issues (e.g., recent plan changes, mass mailings, call directing / rerouting, weather emergencies)
  • Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
  • Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
  • Identify and communicate steps / solutions to caller questions / issues, using appropriate problem - solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
  • Offer additional options to provide solutions / positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
  • Make outbound calls to resolve caller questions / issues (e.g., to callers, providers, brokers, pharmacies)
  • Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
  • Demonstrate knowledge of applicable products / services
  • Ensure compliance with applicable legal / regulatory requirements (e.g., HIPAA, state / regional requirements)
  • Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal / external business partners, points of contact
  • Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto - adjudication)
  • Identify inaccurate / inconsistent information found in systems / tools, and communicate to appropriate resources
  • Communicate common problems / questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
  • Review / analyze phone support data / metrics and communicate patterns / trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)

Requirements:

  • High School Diploma / GED or higher
  • Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Previous experience as a Team Lead or Supervisor in a Broker / Customer Service Call Center
  • Microsoft Word (ability to create, edit, save and send documents)
  • Microsoft Excel (ability to enter data, create new spreadsheets, create / edit columns and rows)
  • Microsoft Outlook (ability to create, open, read and respond to emails, use calendar)
  • Ability to travel up to 5% of the time for training or team meetings
  • Ability to work any full time schedule between the hours 7:00 am - 7:00 pm Monday - Friday

Physical Requirements and Work Environment:

  • Frequent speaking, listening using a headset, sitting, use of hands / fingers across keyboard or mouse, handling other objects, long periods working at a computer
  • Service center environment with moderate noise level due to representatives talking, computers, printers, and floor activity

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 health care. 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

  

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: Supervisor, Supervise, Customer Service, Phoenix, AZ