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Manager Customer Service - Pittsburgh, PA

UnitedHealth Group

Pittsburgh, PA
Job Code:
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Job Details

Manager Customer Service - Pittsburgh, PA(Job Number:727225)

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.

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. 
The focus of the team is to provide member support through both Inbound and Outbound Call Center.  
When you are in the business of health care, you're in the business of people. At UnitedHealth Group, we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.
Primary Responsibilities: 
  • Manage multiple call teams for quality, performance, productivity and schedule adherence
  • Monitor business level reports daily, weekly and monthly to ensure goals are met
  • Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
  • Coordinates work activities with other supervisors, managers, departments, etc.
  • Identifies and resolves operational problems using defined processes, expertise and judgment
  • Provides coaching and feedback to team members, including formal corrective action
  • Conducts annual performance reviews for team members
  • Adapt departmental plans and priorities to address business and operational challenges
  • Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
  • Oversee quality and incentive programs for staff
  • Ensure that teams are appropriately staffed to meet state requirements, in partnership with workforce management.
  • Manage team employee engagement activities as well as team communications, ensuring that employees are respected, engaged, and productive
  • Support staff by taking escalated member calls (identified by MCO staff, State staff, providers, advocate, organizations, and members.). In peak times, support team by making outbound calls
  • Operates with high independence and accountability, as this person’s manager will not be on site
  • Adopt a test and learn approach to continuously identify opportunities for improvement, testing and measuring new ideas, and quickly implementing successful changes across the team that represent the needs of our members as well as the business
  • Influence or provide input to Health Plans on operating performance, issues or opportunities
  • Participate in operations planning discussions with the Member Engagement Team
  • Attend monthly and quarterly meetings to review quality of service, performance metrics, call type reporting, etc., to identify opportunities to improve the member experience
  • Execute policy and procedural changes that result in improved member access and quality of care
  • Carry out responsibilities in accordance with the UHG's policies and applicable laws

Job Phone Support
Primary Location US-PA-Pittsburgh
Other Location 
Organization C&S Ops - Member Engagement
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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