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Manager Customer Service - Boston, MA

UnitedHealth Group

Boston, MA
Job Code:
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Job Details

Manager Customer Service - Boston, MA(Job Number:719192)

Position Description:

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 Customer Service Manager is responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone - based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:
  • Coordinate, supervise and accountable for the daily / weekly / monthly activities of team members
  • Set priorities for the team to ensure task completion and performance goals are met, such as: Quality, Adherence, Service Level and AHT
  • Coordinate work activities with other supervisors, managers, departments, etc.
  • Identify and resolve operational problems using defined processes, expertise and judgment
  • Provide coaching and feedback to team members, including formal corrective action
  • Conduct annual performance reviews for team members
  • Provide expertise and customer service support to members, customers, and / or providers
  • Manage and accountable for professional employees and / or supervisors
  • Manage a group  both domestic and offshore team members
  • Oversee a data entry function that will be handled within OGS
  • Supervise a small group of agents domestically that intakes prior authorization requests for services
  • Oversee first level appeals based on previous prior authorization decisions
  • Mostly interact with Long Term Service Support providers
  • Handle Data entry for Provider Data Network Enrollment applications
  • Perform Quality Audits

Job Phone Support
Primary Location US-MA-Boston
Other Location 
Organization Optum Ops-Admin Call Services
Schedule Full-time
Number of Openings 1
Apply on the Company Site

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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