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UnitedHealth Group Call Center Manager Community Care Network (CCN) - US Remote in Minneapolis, Minnesota

Energize your career with one of Healthcare’s fastest growing companies.

You dream of a great career with a great company – where you can make an impact and help people. We dream of giving you the opportunity to do just this. And with the incredible growth of our business, it’s a dream that definitely can come true. Already one of the world’s leading Healthcare companies, UnitedHealth Group is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. We live for the opportunity to make a difference and right now, we are living it up.

This opportunity is with one of our most exciting business areas: Optum – a growing part of our family of companies that make UnitedHealth Group a Fortune 6 leader.

Optum helps nearly 60 million Americans live their lives to the fullest by educating them about their symptoms, conditions and treatments; helping them to navigate the system, finance their healthcare needs and stay on track with their health goals. No other business touches so many lives in such a positive way. And we do it all with every action focused on our shared values of Integrity, Compassion, Relationships, Innovation & Performance.

If you want to achieve more in your mission of health care, you have to be really smart about the business of health care. Challenge yourself, your peers and our industry by shaping what health care looks like and doing your life's best work.

This role with our OptumServe team will develops innovative approaches while serving as a leader and mentor.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

We offer 3 weeks of paid training.

Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

What we do defines who we are. Take a deeper look at how we're providing support during this global health crisis and search for a way you can get involved. View our Covid-19 Resources Page at: https://info.uhg.com/

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. in a matrix environment

  • 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

  • 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.

  • Lead or support department and OpX projects as needed.

  • Sets team direction, resolves problems, and provides guidance to team

  • Adapts departmental plans and priorities to address business and operational challenges

  • Solves intermediate to complex problems and develops innovative solutions

  • Directs and reviews work performed by others and provides recommendations for improvement

  • Intermediate+ level in Excel & PowerPoint

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • High School Diploma / GED (or higher)

  • 3+ years of experience in a metrics driven environment - ensuring performance goals are met, such as: Quality, Adherence, Service Level and AHT, etc.

  • 2+ years of experience as a professional Leader / Supervisory role within a call center or production oriented organization.

  • 3+ years of experience with Microsoft Office including Microsoft Excel (use and set up spreadsheets, formulas and present data), Microsoft Word (create and edit documents), Microsoft PowerPoint (creating / editing slideshows and presentations)

  • 3+ years of experience in health care/insurance industry

  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Preferred Qualifications:

  • Bachelor’s degree

Soft Skills:

  • Excellent time management, prioritization, & organizational skills, including ability to effectively manage competing priorities

  • Presentation and facilitation skills

  • Change management skills

  • Demonstrated initiative

  • Ability to work independently

  • Strong attention to detail

UnitedHealth Group is an essential business . The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non - clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

Some of the steps we’ve taken to ensure employee well-being include:

  • Transitioned our new hire training classes to be conducted virtually

  • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19

  • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time

  • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices

  • Fully cover the COVID-19 healthcare costs for our employees

  • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

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.

Colorado Residents Only: The salary range for Colorado residents is $64,800 to $116,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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: Call Center Manager, Optum, OptumServe, CCN, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately

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