You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work. SM

This position is full-time, Sunday - Saturday . Employees are required to work our normal business hours of 7:00am – 7:00pm CST. It may be necessary, given the business need, to work occasional overtime or weekends.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Coordinates, supervises and is accountable for the daily activities of call center support for a specialized team, unit (20+ team members)
• Set priorities for the team to ensure task completion and performance goals are met for efficiency, call quality, provider satisfaction, first call resolution, attendance, and all other pertinent measures
• Leads efforts to support members in shipping their medications
• Communicates effectively, clearly, and concisely to the team and to leaders
• Possesses strong organizational and time management skills, and organizes work appropriately to meet and exceed expectations
• Self-motivated and able to work with little direct supervision and drive results with disciplined follow-though
• Coordinate work activities with other supervisors, managers, departments, etc.
• Develops plans to meet short-term and longer-term objectives
• Identifies and resolves operational problems using defined processes, expertise, and judgment
• Decisions are guided by policies, procedures, and business plan
• Provides coaching, feedback, and annual performance reviews as well as formal corrective action
• Always demonstrates positive attitude, and empowers the team to care for members
• Provides thoughtful and innovative suggestions on member-centric process and business improvements
• Has clear system knowledge to support the team and provides out of the box thinking and innovative solutions to move the team forward.
• Has knowledge of the healthcare and insurance industries, market specific information, and best practices.
• Demonstrate understanding applicable systems / procedures to provide appropriate information to clients (e.g., workflows, claims processing systems, claims payment methodology)
• Evaluate and analyze client satisfaction metrics / data (e.g., NPS, FCR, Sentiment, enrollment) to identify opportunities for improving client outcomes, and take appropriate action
• Call listening to ensure white-glove onboarding procedures are followed by staff, and top-notch member service is executed
• Supports escalated calls and owns issue resolution to full resolution
• Leads a specialized team focused on value-based care and service, providing an optimal first experience with OptumRx Home Delivery and fully supports their clinical care and needs
• Looks for opportunities to lower operational expenses through productivity, capability, and automation.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• 2+ years of supervisory/leadership experience with call center leadership
• 5+ years of experience analyzing and solving customer problems in an office, claims or customer service environment
• Proficiency with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Intermediate level skills in Microsoft Word (create, copy, edit, send and save documents), Microsoft Outlook (create, copy, edit, send and save emails), and Microsoft Excel (create, copy, edit, send and save spreadsheets)
• Ability to work a flexible schedule within the hours of 7:00 am to 7:00 pm CST, Sunday - Saturday.
• Flexibility to job shift and provide coverage for other roles as needed

Preferred Qualifications:

• Bachelor’s Degree (or higher)
• Experience in a Healthcare setting / environment

Telecommuting Requirements:

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each product.
• Ability to communicate enterprise purpose, with growth mindset

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies required all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum . Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Colorado, Connecticut, Nevada or New York City Residents Only: The salary range for Colorado residents is $45,100 - $80,200. The salary range for Connecticut / Nevada / New York City residents is $49,800 - $88,200. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives

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.

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