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