Position Description:
Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:

• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHT
• Coordinates work activities with other supervisors, managers, departments, etc.
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Provides coaching and feedback to team members, including formal corrective action
• Conducts annual performance reviews for team members
• Provides expertise and customer service support to members, customers, and/or providers
• This role will require some weekend and holiday coverage, as the accountability is for a 24x7 call center.

• 4+ year experience in a supervisory role leading at least 4 direct reports
• 4+ years leading a production environment
• Proficiency in Excel
• HS Diploma/GED required

Assets:

• Experience developing business plans, production plans, forecasts, and/or project plans
• Continuous Improvement – LEAN, Six Sigma
• Bachelor's degree preferred

Physical 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 activity
  

OptumRx is part of the family of companies that make UnitedHealth Group one of the leaders across most major segments of the US health care system.

If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable health care solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.

OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. In the largest and most personal sense, your impact can be greater than even you thought at OptumRx.

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

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.