Customer Service Supervisor - Green Bay, WI

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.



Ovations, a UnitedHealth Group company, is dedicated to improving the health and well being of Americans over 50. We currently serve over 3.6 million individuals across the nation, helping to address their unique needs for preventive and acute health care services, deal with chronic conditions, and access to care and services. Come to Ovations and discover the rare combination of a rewarding career and the opportunity to make a difference in people's lives.


 


Job Responsibilities: 


Enable team members to ensure consistent quality service to providers and members.

Continuously coach the team to ensure the individual and team performance goals are achieved.

Serve as a leader by directing the team and ensuring the team successfully applies the call / claim strategy to each interaction.

Serve as first point of escalation for procedural and technical issues and coach staff regarding how to effectively resolve the issue(s).

Maintain a positive work environment that supports a quality driven team and identify any issues that may inhibit an individual's or the team's performance.

Motivate individuals and teams to provide exceptional customer service.

Partner with staff and other leaders (within and across sites) to develop improvements (e.g., process, quality, defect reduction, lead special projects).

Involvement in the development of improvement plans for their staff with the assistance of a business manager from the following sources: customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues, call monitoring.

Partner with the Quality Specialist to develop improvement plans for their respective area of responsibility based on quality analysis from the following sources: customer surveys, telephone reports, error / defect reports, quality, production results, vendor issues.

Facilitate daily meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and / or issues.

Assume accountability for ensuring individuals and the team meet their performance metric goals.

Investigate trends, surface issues, identify root problem and collaboratively work with specific team / individuals to resolve issues.

Use a balanced scoreboard to manage the team's performance.

Provide regular performance reports (e.g., status) to the Business Manager.

Ensure team supports and adheres to all improvement initiatives.

Monitor and manage each staff member's performance.

Conduct formal monthly one-on-ones, annual performance reviews and informal mid - year and quarterly performance reviews.

Provide coaching (via informal feedback) to associates based on quality results and develop improvement plans when needed.

Provide corrective feedback to manage employees who need improvement.

Challenge staff to develop professionally so they can provide superior customer service.

Maintain high morale by inspiring representatives through reward and recognition programs.

Coach employees in the development of their career progression utilizing career development programs.

Partner with T / QA team to identify skill development needs associated with performance and ensure employees receive appropriate coaching and training; and ensure employees demonstrate improvement.

Partner with T / QA team to identify skill development needs (e.g., training, challenging projects) associated with career progression opportunities and ensure employees receive appropriate coaching / training to ensure needs are met.

Identify high potential staff for succession planning.

Partner with Business Manager to recruit, develop and manage a high caliber workforce with minimal turnover. Incent and reward individuals based on contribution and performance.



Job Qualifications:


Strong interpersonal skills at both individual and team level.

Written and verbal communication skills.

Adaptable and able to move with change while maintaining a positive attitude.

Exemplary coaching / motivational skills at both an individual and team level.

Excellent business writing skills.

Business focus which demonstrates an understanding to the company's vision, mission and strategy.

BS / BA degree or equivalent work experience.

Experience in team interactions and improvement methods / projects (e.g., coaching, quality, productivity).

Experience managing personnel desired, but not required.

Demonstrated leadership skills.

Demonstrated facilitation skills.

Project management experience.

Medical claim processing (e.g., least, somewhat and most complex) or customer service / claim experience (e.g., simple or complex) desired, but not required.

Working understanding of managed care and indemnity concepts desired, but not required.

A working understanding of UnitedHealth Group's processes, systems and products.

Strong PC skills (e.g., Word, Excel).

Proven ability to provide superior customer service.

Knowledge of Human Resources policies and procedures desired, but not required.


Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V