UnitedHealth Group Supervisor, Patient Services Call Center Operations - (LVN) San Antonio, TX in San Antonio, Texas
Responsible for supervising the daily operations and overall performance of the inbound call center.
Accountable for the training, quality and overall performance and effectiveness of staff.
Other duties include achieving designated monthly goals, inbound activity reporting, supervising disaster recovery when necessary and creating workflow and team schedules.
Works collaboratively with clinic staff and other departments to ensure a consistently exceptional patient experience. Primary Responsibilities: Supervises the daily workflow and scheduling of inbound patient service specialists Compiles data and analyzes inbound ACD reports for key metrics Monitors individual performance through the review and analysis of operational reports Conducts quality monitoring to ensure accuracy of information provided to patients and quality of customer service Receives and resolves customer complaints in a timely and courteous manner Critical thinker, able to solve problems in a creative and compliant manner Serves as a technical subject matter expert and trains, coaches and develops employees Sets the example for excellent customer service and consistently providing the optimal patient experience Administers counseling and corrective actions for employees as needed. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed Supports staffing needs by screening, interviewing and selecting new employees for current job vacancies Participates in strategic initiatives and projects Supports and facilitates departmental change management Performs all other related duties as assigned Required Qualifications: Associate's degree in a related field (2 additional years of comparable work experience beyond the required years of experience may be substituted in lieu of an Associate’s degree 3 or more years of call center experience with at least 3 years of experience in a call center supervisory capacity Must be an LVN Understanding of databases, web based applications and call center communication networks Proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook Strong organizational skills and ability to effectively communicate with customers and subordinate employees Strong critical/creative thinking with the ability to exercise sound judgment in the resolution of escalated issues Ability to appropriately work with highly confidential information Excellent listening skills Excellent Customer Service voice and demeanor Excellent telephone etiquette Excellent oral and written communication skills Excellent demonstration of caring and compassion Strong computer experience (data entry, screen navigation, keyboarding) Strong desire to work with the elderly Preferred Qualifications: Previous experience in a healthcare call center setting Familiarity with managed care Electronic Medical Record Experience Bilingual (English / Spanish) fluency Careers with WellMed.
Our focus is simple.
We're innovators in preventative health care, striving to change the face of health care for seniors.
We're impacting 240,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services.
We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness.
Our providers and staff are selected for their dedication and focus on preventative, proactive care.
For you, that means one incredible team and a singular opportunity to do 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. 5d08e5e2-5c2d-49fe-ba23-407d00a21db9
Supervisor, Patient Services Call Center Operations - (LVN) San Antonio, TX Texas-San Antonio 754850