Supervisor Customer Service Quality - Phoenix, AZ

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.Primary Responsibilities: Maintain up-to-date knowledge, applicable certification and licensure on designated content and course material as required for each account. (E.g. systems, products, processes, procedures, sales, soft skills, customer care skills etc.) . Understand quality requirements for multiple accounts as defined in contract. Manage day-to-day Quality Advocate activities, attendance, adherence, productivity, tracker updates, etc. Partner with training department when training gaps are identified through evaluations. Manage and lead Quality Advocate's and support staff in order to achieve daily customer interaction observations and scoring standards and requirements. Ensure that client QA staffing, processes and procedures are met on a daily basis. Provide local site-level leadership of processes and procedures as designated by Senior Manager of Quality Assurance. Collaborate with Senior Manager of Quality Assurance to properly on-board new client Quality Assurance teams and operations. Provide site-level feedback to Senior Manager of Quality Assurance on operational effectiveness and efficiency of Quality Assurance teams and processes. Understand how to identify and report recording issues identified through quality observations. Ensure all Quality Advocates are calibrated with their evaluations. Ensure all Quality Advocates are performing evaluations correctly, ATA. Conduct one on ones with direct reports at a minimum of bi-weekly meetings.

Requirements:Bachelor's Degree or 5+ years of relevant work experience3+ years of Prior Quality Management experience successfully managing and developing to team goals and performance metrics3+ years of experience documenting process improvement3+ years of experience with Quality Improvement PerformanceAssets:Previous Management experience Previous experience in Quality AssuranceProject Management experience Strong comprehension and knowledge of Healthcare and Insurance products and servicesSoft Skills:Strong speaking and presentation skills and abilitiesAbility to build strong working relationships with all team members as well as internal and external customers. Ability to remotely manage teams across multiple sites

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, 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.