your career with one of Healthcare’s fastest growing companies.
dream of a great career with a great company – where you can make an impact and
help people. We dream of giving you the opportunity to do just
this. And with the incredible growth of our business, it’s a dream that
definitely can come true. Already one of the world’s leading Healthcare
companies, UnitedHealth Group is
restlessly pursuing new ways to operate our service centers, improve our
service levels and help people lead healthier lives. We live for the
opportunity to make a difference and right now, we are living it up.
opportunity is with one of our most exciting business areas: Optum – a growing part of our family of
companies that make UnitedHealth Group
a Fortune 6 leader.
Optum helps nearly 60 million Americans live
their lives to the fullest by educating them about their symptoms, conditions
and treatments; helping them to navigate the system, finance their healthcare
needs and stay on track with their health goals. No other business touches so
many lives in such a positive way. And we do it all with every action focused
on our shared values of Integrity, Compassion, Relationships, Innovation &
Responsible for conducting research to determine resolution for all HouseCalls Inquiries
Perform routine and or structured requests.
Responsible for quality assurance by conducting audits of calls for all Customer Service Scheduling Coordinators relating to HouseCalls inquiries
Collect and interpret research results and submit final feedback from inquiries
Provide feedback to scheduling coordinators, supervisors and managers on research and audit results in ICBM (Business Manager).
Provide verbal and / or written feedback directly to scheduling coordinators and Team Care leadership staff on research, trends and audit results.
Utilize relevant information resources (e.g., Scheduler, ICBM, Training, Quality Specialists, SharePoint) to conduct research
Analyze information and utilize to build recommendations to reduce errors and improve processes and performance.
Create, maintain and track reports in relation to performance.
Advise Management of trends that are observed so residual trainings can be performed.
Serve as a subject matter resource to scheduling coordinators, supervisors and management staff.
Use existing procedures and facts to solve routine problems or conduct routine analyses
Has basic knowledge of theories, practices and procedures in a function or skill.
Collaborate with internal and / or external stakeholders to redesign and / or modify original research plans based on initial findings and results.
Will act as a resource and mentor to others as it pertains to quality monitoring and process coaching; this includes but not limited to New Hire Academy, QA Shadowing, etc.
Collaborate with Training, Team Care management, ORS and peers when needed, in all locations (TN, MD, CA, MO and India).
Ability to monitor several new / on - going projects
Responsible for live monitoring Scheduling Coordinators’ telephone interactions, for the purpose of ensuring quality service, and adherence to approved scripting.
Responsible for using approved department forms to document quality reviews.
May assist with the development of call center training and quality assurance processes.
May work with QA / Training, Team Care leadership and senior management on coaching, training, and the development of scheduling coordinators.
Support and suggest improvements / recommendations to meet the highest level of customer satisfaction.
Responsible for reviewing / monitoring system documentation for adherence to department procedures and policies.
Must be able to manage call monitoring activities for a high volume call center.
Advise management immediately for any type of auto - fail call.
Follow department QA plan to ensure quality customer service.
Ensure that metrics are met for the amount of calls monitored for each coordinator and the amount of disposition audits performed.
Extensive work experience, possibly in multiple functions.
Work does not usually require established procedures.
Must be able to work independently.
Must be able to multi - task.
Coordinate others' activities.
Other duties as assigned
High School Diploma / GED or higher.
3+ years of Call Center experience member / employee engagement (direct or indirect) (auto dialer, workforce management software)
Experience with coaching and mentoring with the purpose of improving call quality
6+ months experience handling escalated calls.
Business Manager Experience with Quality auditing tools.
Proficient computer skills including Microsoft Suite (Word, Excel, Outlook and PowerPoint). Word (save, copy and paste) Excel (create, sort, save and edit) Outlook (send, receive and schedule apts.)
Ability to manage multiple tasks and meet stated deadlines
Strong interpersonal, verbal, and written communication skills
Adept at listening, confirming purpose, and tracking and managing output in a timely and accurate manner
Strong analytical and time management skills
Optum. Here's the idea. We built an entire organization around one giant
objective; make the health system work better for everyone. So when it comes to
how we use the world's large accumulation of healthrelated information, or
guide health and lifestyle choices or manage pharmacy benefits for millions,
our first goal is to leap beyond the status quo and uncover new ways to serve.
Optum, part of the UnitedHealth Group family of businesses, brings together
some of the greatest minds and most advanced ideas on where health care has to
go in order to reach its fullest potential. For you, that means working on high
performance teams against sophisticated challenges that matter. Optum,
incredible ideas in one incredible company and a singular opportunity to do
your life's best
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.
Group is a drug - free workplace. Candidates are required to pass a drug test
before beginning employment.
Optum, Health Care, Research, Customer Service