Family Engagement Center Supervisor - Call Center Atlanta, GA

We dedicate an elite team to serve our United Healthcare Families of Children with Special Needs because we recognize that the health care system needs to be tailored to work for every individual and family to best serve their specific needs. When you join us as a Supervisor, you’ll have the opportunity to lead a team of non - clinical Advisors who deliver an extraordinary experience to families who need an ally; someone in their corner that is empowered to fast track resolving issues and serves as an ongoing resource to provide guidance and community resources during key transition times in each family’s journey. You will coach and guide a team to help families resolve include complex benefit, claims and billing issues, prior authorizations, appeals and more.
 
You will make an impactful and meaningful difference for many individuals and families. This is where you can bring your compassion for others while doing your life’s best work. (sm)
 
This position is full - time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 9:00am - 6:00pm within a call center setting. It may be necessary, given the business need to meet our consumers when they are available, to work occasional overtime or weekends. Our office is located in Atlanta, GA.
 
Our values include: integrity, compassion, relationships, innovation and performance.
 
Primary Responsibilities:

Enjoys working in a fast paced environment and must be able to adapt quickly to change while executing efficiently
Supports non - clinical operations across service model performance expectations (assessing performance, staff planning, implementing performance plans, coordinating, monitoring and evaluating)
Takes lead role in setting direction and participating in or developing new programs or initiatives to improve performance of the site
Sets team direction, resolves problems and provides guidance to members of the team
Ensures team meets established performance metrics and performance guarantees, such as Net Promoter Score
Adapts departmental plans and priorities to address business and operational challenges
Coordinates, supervises, and is accountable for the daily activities of business support, technical or production team or unit
Sets priorities for the team to ensure task completion
Ability to collaborate with peers to improve service model performance
Develops plans to meet short and long term objectives
Identifies and resolves operational problems using defined processes expertise and judgment
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
Will be responsible to take incoming escalated calls, therefore must have proven ability to de - escalate consumers and the flexibility to support the inbound supervisor line between the hours of 9 am - 6 pm CST
Assists with the development and implementation of departmental policies and procedures
Ability to analyze data to identify performance gaps and determine a solution to close the gaps
Ensures audits are conducted, standards are met, successful outcome are achieved
High level of professionalism with the ability to interact with high level executives and present information to them
Provides process and technology expertise and support to nursing and support staff
Supports excellent employee performance by mentoring staff, encouraging staff development, and assist with team member Human Resource activities

Required Qualifications:

Associates Degree 
2+ years Management, Supervisory, and / or Leadership background
2+ years experience in the health care industry including clinical experience, Medicare / Medicaid, insurance, health promotion, and operations
Intermediate computer proficiency (Microsoft Word, Outlook, and Internet with Excel)
Remains optimistic, upbeat, and enthusiastic in times of challenge and constant change
Preferred Qualifications:

Bachelors degree 
Experience providing care for children with special needs
Previous call center experience
Prior experience growing and developing staff
Demonstrated ability with developing strategic plans, attaining goals, driving performance, and achieving targets
Strong written and verbal communication skills
Strong presentation skills
Self - directed worker
Problem solving skills
Detail oriented
Highly organized
Team building skills
Leadership and mentoring skills
 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: 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.
 
 
Job Keywords: Supervisor, Manager, Call Center, Customer Service, Special Needs, Leadership, Atlanta, GA, Georgia