Position Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.

• Coordinates, supervises and is accountable for the daily/weekly/monthly activities of  team members
• Manages and is accountable for six supervisors
• Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, AHT, and customer satisfaction
• 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 performance reviews for team members
• Provides expertise and customer service support to members, customers, and/or providers
• Participates in process or performance improvement projects, especially related to the customer experience
• Coordinates employee engagement, recognition, and motivation programs

• High School Diploma/GED
• 2+ years of leadership experience in a Call Center/Customer Care center
• 3+ years of healthcare insurance industry experience
• Intermediate level experience utilizing MS/Office (Word, Excel & PowerPoint) (i.e. pivot tables, formulas, creating presentations)
• Customer Relations experience
• Excellent written and verbal communications skills
• Experience presenting information to groups
• Experience with process improvement initiatives or quality improvement initiatives
• Basic knowledge of project management methodologies

• Call center technology experience is preferred
• Experience with employee motivation and performance improvement techniques is desired
• Bachelor's Degree is preferred
• 2+ years managing supervisor level employees 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

UnitedHealthcare, part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus:

UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.

UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.

UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.

Together, we're removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.

Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.

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.