Manager Customer Service

UnitedHealth Group - Pittsburgh, PA (30+ days ago)3.6


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
Provides expertise and customer service support to members, customers, and / or providers
Adapt departmental plans and priorities to address business and operational challenges
Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
Monitor individual and team performance reports daily, weekly and monthly to ensure goals are met
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
Provides expertise and customer service support to members, customers, and/or providers. As appropriate, 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

Required Qualifications:
High School Diploma / GED required
3+ years of call center experience required
3+ years of Supervisory / Management experience within a call center environment required
Proficiency with Microsoft Word, Microsoft Excel, and Microsoft Outlook required (creating Documents in Microsoft Word, create and modify spreadsheets within Microsoft Excel and create, manage, sort email and calendar within Microsoft Outlook)

Preferred Qualifications:
Microsoft PowerPoint experience helpful
Previous healthcare experience preferred
Bilingual in English and Spanish preferred
Six Sigma experience preferred
Call Center technology (i.e. Avaya, IEX) experience a plus
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.

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.