Manager, Nurse Call Center - Phoenix, AZ

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work.(sm) 
 
What makes your clinical career greater with UnitedHealth Group? You can improve the health of others and help heal the health care system. You can work with in an incredible team culture; a clinical and business collaboration that is learning and evolving every day. And, when you contribute, you'll open doors for yourself that simply do not exist in any other organization, anywhere. 
 
If you're ready to help make health care work better for more people, you can make a historic impact on the future of health care at United Health Group. 
 
Come join our growing team as an Advocate4Me Manager, Nurse Call Center! 
 
Primary responsibilities:

Supports clinical operations for a  team of call center RN’s 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 team.
Sets direction for the call center RN team, resolves problems and provides guidance to members of the team
Ensures that the call center RN team meets established performance metrics and performance guarantees
Adapts departmental plans and priorities to address business and operational challenges
Coordinates, supervises, and is accountable for the daily activities of business support, technical support and production for the team
Sets priorities for the team to ensure task completion
Ability to collaborate with peers and Managers 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 7 am - 8 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
Enjoys working in a fast paced environment and must be able to adapt quickly to change while executing efficiently

Required Qualifications:


5+ 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

Ability to work flexible hours, Monday – Friday, to support the inbound supervisor line between the hours of 7am - 8 pm CST
Licensed Registered Nurse
Intermediate computer proficiency (Microsoft Word, Outlook, and Internet with Excel being a plus!
Remains optimistic, upbeat, and enthusiastic in times of challenge and constant change
Preferred Qualifications:

Previous call center experience is a plus
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: Call Center - RN, Manager Call Center, RN, Charge Nurse, Nurse Manager, Registered Nurse, Supervisor, Phoenix, Arizona, AZ