Supervisor, Customer Service - Costa Mesa, CA

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 Description:


The Customer Service Supervisor will perform on going training and new hire orientation for the Customer Service Team. Manage a group of Subject Matter Experts who continually update the policy and procedures manual for the Customer Service department. 


 


Job Responsibilities: 


Develop, implement and teach training programs that meet the needs of the department and company requirements.

Maintain proper documentation and ensure follow up actions are taken.

Keep appraised of developments and changes that affect policy and procedure.

Confer with managers and conduct needs analysis studies to determine business issues, workflow issues and training needs.

Formulate training programs and schedules based on identified training needs or changes in products, procedures or services.

Work with Operations Managers/Assistant Managers to ensure the timely offerings of skill set training classes.

Compile data and analyze past and current years training requirements and deliver reports to management on training and organizational development.

Perform Human Resources responsibilities.



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 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.

Healthcare industry experience.

Pharmaceutical industry experience.

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.