UHG

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:

Customer Services

Country:

United States

Postal Code:

15122

Approximate Salary:

Not Specified

Position Type:

Full Time

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Manager Customer Service - Pittsburgh, PA

UHG - Pittsburgh, Pennsylvania

Posted: 09/30/2018

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.

The Customer Service Manager is responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. 
 
The focus of the team is to provide member support through both Inbound and Outbound Call Center.  
 
When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.
 
Primary Responsibilities:
 
  • Manage multiple call teams for quality, performance, productivity and schedule adherence
  • Monitor business level reports daily, weekly and monthly to ensure goals are met
  • Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
  • Coordinates work activities with other supervisors, managers, departments, etc.
  • Identifies and resolves operational problems using defined processes, expertise and judgment
  • Provides coaching and feedback to team members, including formal corrective action
  • Conducts annual performance reviews for team members
  • Provides expertise and customer service support to members, customers, and / or providers
  • Adapt departmental plans and priorities to address business and operational challenges
  • Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
  • Monitor individual and team performance reports daily, weekly and monthly to ensure goals are met
  • Oversee quality and incentive programs for staff
  • Ensure that teams are appropriately staffed to meet state requirements, in partnership with workforce management
  • Manage team employee engagement activities as well as team communications, ensuring that employees are respected, engaged, and productive
  • Provides expertise and customer service support to members, customers, and/or providers. As appropriate, support staff by taking escalated member calls (identified by MCO staff, State staff, providers, advocate, organizations, and members.). In peak times, support team by making outbound calls
  • Operates with high independence and accountability, as this person’s manager will not be on site
  • Adopt a test and learn approach to continuously identify opportunities for improvement, testing and measuring new ideas, and quickly implementing successful changes across the team that represent the needs of our members as well as the business
  • Influence or provide input to Health Plans on operating performance, issues or opportunities
  • Participate in operations planning discussions with the Member Engagement Team
  • Attend monthly and quarterly meetings to review quality of service, performance metrics, call type reporting, etc. to identify opportunities to improve the member experience
  • Execute policy and procedural changes that result in improved member access and quality of care
  • Carry out responsibilities in accordance with the UHG's policies and applicable laws

Required Qualifications:
  • High School Diploma / GED required
  • 3+ years of call center experience required
  • 3+ years of Supervisory / Management experience within a call center environment required
  • Proficiency with Microsoft Word, Microsoft Excel, and Microsoft Outlook required (creating Documents in Microsoft Word, create and modify spreadsheets within Microsoft Excel and create, manage, sort email and calendar within Microsoft Outlook)
Preferred Qualifications:
  • Microsoft PowerPoint experience helpful
  • Previous healthcare experience preferred
  • Bilingual in English and Spanish preferred
  • Six Sigma experience preferred
  • Call Center technology (i.e. Avaya, IEX) experience a plus
Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in healthcare here. We serve the healthcare needs of low income adults and children with debilitating illnesses such as Cardiovascular Disease, Diabetes, HIV/AIDS and High-risk Pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive Healthcare, Community, and Government partners to heal healthcare and create positive change for those who need it most. This is the place to do your life’s best work.
 
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: customer service representative, customer service, CSR, sales, outbound calls, Optum, UnitedHealth Group, call center, health care, office, phone support, training class, Senior, SR

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