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Supervisor Customer Service - Davenport, IA

UnitedHealth Group

Davenport, IA
Job Code:
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Job Details

762224 Supervisor Customer Service Davenport IA

Supervisor Customer Service - Davenport, IA (762224)

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

Positions in this function are 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:
  • Supervises approximately 20+ employees with varying tenure and skill
  • Direct reports are located at same site, work at home or at a remote UHC site
  • Hires, manages and develops new employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching
  • Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality / WAPMO and United Experience Survey
  • Leads regular team meetings to communicate changes, relevant operational performance information and / or to build employee engagement
  • Utilizes Our United Culture concepts and tools and delivers on the commitments outlined in Our Leadership Profile 1.0 and Our Best Decisions 1.0
  • Demonstrates a positive leadership shadow by shaping positive behaviors in areas of influence, building integrity, influencing our values and creating a healthy, high performance environment
  • Monitors employee and team performance by reviewing operational metrics and listening to and observing call management techniques
  • Delivers and documents one-on-one coaching
  • Works with HRdirect on disciplinary actions or terminations and seeks manager approval on all terminations
  • Tracks and manages attendance and punctuality in a timely and accurate manner
  • Prepares and delivers thorough and meaningful performance discussions and documents with data and fact -based examples to reduce ambiguity of ongoing expectations
  • Creates purposeful and actionable development plans, reviews with employees and monitors to support their performance improvement expectations and development
  • Engages in regular, meaningful and candid development and career discussions with direct reports
  • Guides employees to leverage available training and development resources
  • Analyzes and understands Vital Signs survey results and communicates results to team members
  • Works to establish action plan to address opportunity areas and improve results
  • Supports overall organization in employee engagement programs and communications
  • Holds regular interactions in person or virtually with direct reports
  • Regularly leverages various communication channels, including one-on-ones and new hire class leadership interactions to foster two-way communication
  • Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
  • Impact is most often at the team level
Required Qualifications:
  • High School Diploma / GED or higher
  • 3+ years of customer service experience in a call setting environment analyzing and solving customer problems
  • 1+ years of experience as a supervisor in an office setting environment
  • 1+ years of basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications
  • Experience with Microsoft Word (creating, editing, saving documents), Microsoft Excel (creating, formatting, formulating spreadsheets), Microsoft PowerPoint (creating, saving, editing presentations), and Microsoft Outlook (management of inbox and use of calendar, creating rules)
  • Ability to work any shift between 6:00 am and 10:00 pm Monday through Friday with weekends and holidays as needed
Preferred Qualifications:
  • Associate's Degree or higher
  • Healthcare experience
  • Experience as an SME, Trainer, OJT, or CRG Analyst in UnitedHealthcare Community and State
Careers at UnitedHealthcare Community & State. Challenge brings out the best in us. It also attracts the best. That's why you'll find some of the most amazingly talented people in healthcare here. We serve the healthcare needs of low income adults and children with debilitating illnesses such as Cardiovascular Disease, Diabetes, HIV/AIDS and High-risk Pregnancy. Our holistic, outcomes-based approach considers social, behavioral, economic, physical and environmental factors. Join us. Work with proactive Healthcare, Community, and Government partners to heal healthcare and create positive change for those who need it most. This is the place 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.

Keywords: Supervisor, Customer Service, Lead, Subject Matter Expert, SME, UHC, UnitedHealthcare, UHG, UnitedHealth Group; Optum, OptumRX; Call Center; Leader; Healthcare; Benefits

Job Details

  • Contest Number762224
  • Job TitleSupervisor Customer Service - Davenport, IA
  • Job FamilyCustomer Services
  • Business SegmentUHC Benefit Ops - CandS Ops

Job Location Information

  • Davenport, IA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

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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