Customer Service Supervisor - Cooperstown, NY

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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. Employees are required to have flexibility to cover any shift 7 days a week when necessary. It may be necessary, given the business need, to work occasional overtime. Our office is located at 31 Beaver Street, Cooperstown, NY 13326.

Primary Responsibilities:

• Coordinate and supervise daily/weekly/monthly activities of a team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action

This 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.

Functional Competencies

Functional Competency & Description Proficiency Level

PHO_Provide Phone Support to Drive Resolution of Caller Questions/Issues

• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)
• Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)
• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
• Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)

PHO_Develop and Maintain Productive Relationships/Interactions with Callers

• Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed)
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information
• Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data)
• Acknowledge and demonstrate empathy/sympathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness)

PHO_Demonstrate Business/Industry Knowledge

• Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
• Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)
• Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
• Maintain knowledge of information/process changes due to healthcare reform, referring to applicable company resources (e.g., dependent age, removal of lifetime limits, free preventive care services, Medical Loss Ratio)
• Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
• Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
• Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources (e.g., IBAAG, SOP, AYS, SPDs, policies/procedures)

PHO_Provide Consulting/Education on Caller Issues/Trends

• Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement
• Educate callers on available products/services (e.g., features, functionality, options, additional offerings, preventive services, agerelated services)
• Educate callers on self service resources available to them, and on their responsibilities with regard to their health care coverage
• Refer callers to other resources applicable to their questions/issues, where appropriate (e.g., pharmacists, prior authorizations, billing department)
• Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)
• Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)
• Participate in customer site visits, as needed (e.g., to obtain feedback, provide education, clarify support processes, highlight

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) OR equivalent years of work experience
• 1+ years of supervisory/leadership experience
• 3+ years of experience analyzing and solving customer problems in an office, claims or customer service environment
• Proficiency with Windows PC applications
• Must be able to cover any shift 7 days a week when necessary, given the business need, to work occasional overtime and on call

Careers with OptumInsight. Information and technology have amazing power to transform the Healthcare industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.^SM

New York Residents Only: The salary range for New York residents is $46,700 - $91,300. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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.

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