Customer Care Service Supervisor - Phoenix, AZ

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.(sm)

The role of the Customer Care Service Supervisor is to build trusted relationships with Guests/Members/Business Partners (both internal and external) and Physicians/Providers across the health care lifecycle. This is done by assisting members with their customer service needs, educating members about management of their health and well being, helping members to maximize health plan benefits and personal health care dollars and owning customer service inquiries through to resolution. Another purpose of this position is to support the mission, vision and values of the organization and department through quality, service, innovation, integrity, teamwork and dignity/respect.

Primary Responsibilities and Role Characteristics:

• First-level response and resolution of escalated issues with external and internal customers


• Delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership


• Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit


• Impact of work is most often at the team level

Required Qualifications:

• High school diploma or GED, as well as college degree in a related field, preferably in healthcare


• 4+ years of customer service experience analyzing and solving customer problems within a call center and/or operations environment


• 1+ years of management or supervisory experience required, preferably in a call center, customer service or operations environment


• Intermediate proficiency with Microsoft Office (Word, Excel, PowerPoint) 


• Prior stable work experience


• Ability to interact  effectively and work cooperatively with a variety of organizations and with individuals  of all professional and non-professional levels.  (Includes professional and ancillary providers, members and their families, state agencies, community  groups and other contractors involved in the program)


• Ability and flexibility to assume responsibilities and tasks in a constantly changing work environment


• Ability to capture, analyze and evaluate data,  as well as use  data  to determine appropriate course of action, develop program activities and initiate change


• Ability to treat all employees in a professional manner without discrimination and promote professional growth, teamwork and positive morale


• Expert in need identification, intake and listening skills


• Strong problem solving approach to quickly assess current state and formulate recommendations


• Quickly identify requested information and anticipate future needs


• Ability to translate jargon and complex processes into simple, step-by-step instructions members can understand and act upon


• Ability to overcome objections and persuade members to take action / change behavior


• Flexibility to customize approach to meet all types of member communication styles and personalities


• Excellent conflict management skills including:
  
  
  
  • Professionally and adeptly resolve issues while under stress
  
  
  • Diffuse conflict and member distress
  
  
  • Demonstrate personal resilience


• Strong attention to detail

Preferred Qualifications:

• Health care insurance field experience


• Claims experience


• FACETS & Maces experience 


• Medicare experience

Careers with 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 health-related 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 work.(sm)

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.