Supervisor Service Account Management - Draper, UT
Company: UnitedHealth Group
Location: Draper
Posted on: June 21, 2022
Job Description:
Turn on the news on any night of the week and you're likely to
hear about the changes that are sweeping through our health care
system. It's dramatic and each day presents a new set of
challenges. And that's where UnitedHealth Group's family of
businesses is taking the lead. We see those challenges as
opportunities, but we can't do it alone. You'll play a leadership
role in a high volume, focus and performance driven call center
where the goal is always to connect with members and enhance the
customer experience. Now you can take advantage of some of the best
training and tools in the world to help serve our members.This
position is full-time (40 hours/week) Monday - Friday. Employees
are required to have flexibility to work any of our 8-hour shift
schedules during our normal business hours of (8:00am - 5:00pm). It
may be necessary, given the business need, to work occasional
weekends. The position will be onsite at the address of 12921 South
Vista Station Blvd., Draper, Utah.Primary Responsibilities:
- Coordinate, supervise and is 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. Identifies and resolves 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
- Prior health savings account product knowledge and experience
is desired
- Proven experience motivating and inspiring team members to
exceed performance expectations
- Coordinate, supervise and is accountable for the daily
activities of business support, technical or production team or
unit
- Oversee service delivery for some of our most critical
clients
- Ensure service level and service delivery exceeds
expectations
- Will meet with clients regularly providing insight to service
delivery results including coordinating client call review
listening sessions
- Oversee training needs and ensure that client specific training
is delivered and maintained
- Ensure that your teams are proactively prepared to provide
different service delivery per the clients request
- Collaborate with the WFM team to ensure schedule gaps are
proactively identified and filled in a 24 / 7 operating
environment
- Help build their team into future leaders via formal and
informal training and developmentThis role is equally challenging
and rewarding. You'll need to stay positive at all times especially
in difficult situations. You'll be asked to mentor, challenge and
communicate effectively with all different types of people.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 customer service experience analyzing and solving
customer problems
- 2+ years of experience as a supervisor OR 2+ years performing
supervisor duties
- Experience working with Windows PC applications, which includes
the ability to learn new and complex computer system
applications
- Experience in a leadership role providing oversight to critical
business functions
- Ability to work weekends as needed
- Ability to work any 8-hour shift between the hours of 8:00 AM -
5:00 PM
- Full COVID-19 vaccination is an essential job function of this
role. Candidates located in states that mandate COVID-19 booster
doses must also comply with those state requirements. UnitedHealth
Group will adhere to all federal, state and local regulations as
well as all client requirements and will obtain necessary proof of
vaccination, and boosters when applicable, prior to employment to
ensure compliance. Candidates must be able to perform all essential
job functions with or without reasonable accommodationPreferred
Qualifications:
- Bachelor's Degree (or higher) Soft Skills:
- Ability to multi - task, this includes ability to understand
multiple products and multiple levels of benefits within each
product
- Ability to remain focused and productive each day though tasks
may be repetitivePhysical Requirements and Work Environment:
- Frequent speaking, listening using a headset, sitting, use of
hands / fingers across keyboard or mouse, handling other objects,
long periods working at a computer
- Service center environment with moderate noise level due to
Representatives talking, computers, printers, and floor
activityUnitedHealth Group requires all new hires and employees to
report their COVID-19 vaccination status.Military & Veterans find
your next mission: We know your background and experience is
different and we like that. UnitedHealth Group values the skills,
experience and dedication that serving in the military demands. In
fact, many of the values defined in the service mirror what the
UnitedHealth Group culture holds true: Integrity, Compassion,
Relationships, Innovation and Performance. Whether you are looking
to transition from active duty to a civilian career, or are an
experienced veteran or spouse, we want to help guide your career
journey. Learn more at https://uhg.hr/transitioning-militaryLearn
how Teresa, a Senior Quality Analyst, works with military veterans
and ensures they receive the best benefits and experience possible.
https://uhg.hr/vetCareers 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.SMDiversity 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: #RPO, #RED
Keywords: UnitedHealth Group, Draper , Supervisor Service Account Management - Draper, UT, Executive , Draper, Utah
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