About UHG

Careers at UnitedHealth Group


We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Business Operations



Approximate Salary:

Not Specified

Position Type:

Full Time

Call Center Supervisor - Phoenix, AZ

UHG - Phoenix, Arizona

Posted: 12/13/2018

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.(sm)


Ensures superior customer service is provided to patients, prescribers, sales team and all of our many customers.  Under the direction of the call center operations manager, enforces policies, procedures and operating structure. Individuals should be passionate about customer service and achieving customer service excellence through their teams. Supervisor is fully accountable for the Customer Service experience that their associates deliver. Supervisor will also lead by example and proactively support change management initiatives as required. Create, implement and monitor internal processes to ensure the maximization of referrals and prescription pull-through. Strictly adheres to the principles of quality improvement and implements operational objectives. Participate in the strategic planning for the call center. Call Center Supervisor will serve as the primary liaison between the call center and the specialty sales team. This is a fast paced, highly energized environment that requires an employee to be personally flexible and adaptable. This employee will need to possess strong leadership and team building skills.
Primary Responsibilities:
  • This is a Technical Supervisor position
  • Coach, Supervisor and Lead a team of patient care coordinators within the call center
  • Consistent connection with your associates every day
  • Deliver results by understanding the business drivers and coaching around key behaviors that influence results
  • Communicate expectations and drive initiatives
  • Conduct and supervise training and development programs for the call center
  • Responsible for call monitoring, timely feedback, training and coaching of direct reports
  • Provides individualized help to improve performance of “at risk” representatives
  • Ensures that call center coordinators and Team Leads are organized, prioritized and systematic in their approach to prescription order management, insurance investigation, prescription order processing as well as in the coordination of shipping to the customer, hospital or clinic
  • Conduct and supervise training and development programs for the call center
  • Is the second escalation point for any issue that may negatively affect the patient, the prescriber, our sales person in the field and our Operations team
  • Is able to problem-solve with decisiveness and urgency through to completion and knowing when to ask for help when needed
  • Responsible for prescriber relations which includes but isn’t limited to placing weekly calls to existing prescribers in order to verify that customer service expectations are being met or exceeded on a daily basis
  • Works as a Liaison with sales partners in the field letting them know of any patient or practice issues/concerns as well as new prescriptions from new prescribers
  • Investigates inquiries from sales and practices in an urgent manner and escalating any concerns to the call center manager when needed
  • Ensures that communication to the sales team, prescriber and management occurs when a call center team member does anything above and beyond the normal course of daily processing
  • Ensures that customer care representatives are handling customer inquiries (voicemails, emails, faxes) in a timely fashion
  • Works closely with Prior Authorization Team to coordinate the initiation and completion of prior authorizations
  • Works closely with the Accounting team in order to ensure that team members are properly following the policies and procedure for billing new and existing transplant patients

Required Qualifications:
  • High School diploma
  • Customer service experience
  • 4+ years of experience in a Pharmacy or Call Center environment
  • Supervisory or management experience
  • Certified and licensed pharmacy technician


Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you’ll fill far more than prescriptions. As a member of one of our pharmacy teams, you’re empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing 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.

Apply Now