Manager Quality Assurance - Elkridge, MD - Full-time / Part-time

Position Description:

Energize
your career with one of Healthcare's fastest growing companies.  

 

You
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.

 

This
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 17 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 & Performance.

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.

Positions in this function are responsible for all
aspects of quality assurance within the Customer Service job family.
Conducts audits and provides feedback to reduce errors and improve
processes and performance.

• Sets priorities for the Quality Assurance team to ensure task completion.
• Coordinates work activities for the QA Team to include auditing assignments, new hire mentoring, side by side coaching, and special projects
• Identifies and resolves operation problems using defined processes, expertise, and judgment
• Define/ recommend process improvements to meet current and future internal/ external partner needs/ standards
• Work directly with QA team to improve overall performance through one on one coaching, staff development, and team alignment
• Work in collaboration with Team Care Leadership to address quality trends
• Perform Quality audits and analyze results to determine process improvement opportunities
• Define policies and procedures for Quality Program (e.g., auditor evaluation definitions, calibrations, performance metrics)
• Collaborate with the Quality Manager to define/document Quality standards (e.g., caller interactions, use of applicable call tracking tools, caller verification/authentication)
• Utilize applicable systems/tools to maintain and document Quality metrics/outcomes (e.g. Interaction Client Quality Monitoring tools)
• Review/analyze quality data/metrics/reports and define remediation/performance improvement opportunities
• Identify and communicate call quality patterns/trends to internal/external partners (e.g., floor supervisors, managers, leadership, Training) in order to drive appropriate action and meet future business needs
• Monitor audit reports/results and provide feedback as needed to drive/validate audit effectiveness
• Monitor and approve time and attendance for quality assurance team.
• 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.

Requirements:

• Bachelor's Degree or 10 years of equivalent experience & High School Diploma/ GED.
• 2+ years of supervisory experience in a call center environment
• Intermediate Proficiency in Microsoft Office Suite (MS Word, PowerPoint, and Excel a must)
  

Asset:

• Bi-lingual in Spanish
  

At
Optum, you will perform within an
innovative culture that's focused on transformational change in the Healthcare
system. You will leverage your skills across a diverse and multifaceted
business. And you will make contributions that will have an impact that's
greater than you've ever imagined.

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.