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 LPN Supervisor, Call Center Operations (RN required) - Tampa, FL - TAMPA, Florida, United States

Job information
Posted by: UnitedHealth Group 
Hiring entity type: Insurance 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Nursing - Case Management
Nursing - Clinic RN
Nursing - Other
Nursing - Staff RN
Travel: Minimal 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 731476 / Latpro-3573435 
Date posted: Oct-03-2017
State, Zip: Florida, 33601


For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us and help people live healthier lives while doing your life's best work.(sm)   *This clinic is located at 500 West Shore Blvd, Tampa, FL and is open M-F from 8am-5pm.* Responsible for supervising the daily operations and overall performance of the inbound call center.  Ensures strict adherence of established clinical protocols.  Accountable for the training, quality and overall performance and effectiveness of staff.  Other duties include achieving designated monthly goals, inbound activity reporting, supervising disaster recovery when necessary and creating workflow and team schedules.   Works collaboratively with clinic staff and other departments to ensure a consistently exceptional patient experience.     Primary Responsibilities: Supervises the daily workflow and scheduling of inbound patient service specialists Compiles data and analyzes inbound ACD reports for key metrics Monitors individual performance through the review and analysis of operational reports Conducts quality monitoring to ensure accuracy of information provided to patients and quality of customer service Receives and resolves customer complaints in a timely and courteous manner Critical thinker, able to solve problems in a creative and compliant manner Serves as a technical subject matter expert and trains, coaches and develops employees Sets the example for excellent customer service and consistently providing the optimal patient experience Administers counseling and corrective actions for employees as needed.  Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed Supports staffing needs by screening, interviewing and selecting new employees for current job vacancies Participates in strategic initiatives and projects Supports and facilitates departmental change management Performs all other related duties as assigned


Required Qualifications:

Bachelors Degree in Nursing or related field
Unrestricted RN license in applicable states
Healthcare operational experience with direct patient contact
Two or more years of supervisory experience Understanding of databases, web based applications and call center communication networks required
Proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook required
Strong organizational skills and ability to effectively communicate with customers and subordinate employees
Strong critical / creative thinking with the ability to exercise sound judgment in the resolution of  escalated issues
Proven sound clinical judgment
Ability to appropriately work with highly confidential information
Excellent listening skills
Excellent Customer Service voice and demeanor
Excellent telephone etiquette
Excellent oral and written communication skills
Excellent demonstration of caring and compassion
Strong computer experience (data entry, screen navigation, keyboarding)
Strong desire to work with the elderly
This position requires Tuberculosis screening as well as proof of immunity to Measles, Mumps, Rubella, Varicella, Tetanus, Diphtheria, and Pertussis through lab confirmation of immunity, documented evidence of vaccination, or a doctor's diagnosis of disease
Preferred Qualifications:

Previous experience in a healthcare call center setting
Familiarity with managed care
Electronic Medical Record Experience
Bilingual (English / Spanish)
Physical & Mental Requirements:
   Ability to sit for extended periods of time.
   Ability to stand for extended periods of time
   Ability to receive and comprehend instructions verbally and / or in writing
   Ability to use logical reasoning for simple and complex problem solving

If the hired individual resides in Florida (office based or telecommuting) this position requires the AHCA Level II background check (fingerprinting) by the State of Florida for all clinicians that have direct face to face contact with members OR employees who will have access to confidential patient data and will require renewal every five years.
Careers with WellMed. Our focus is simple. We're innovators in preventative health care, striving to change the face of health care for seniors. We're impacting 90,000+ lives, primarily Medicare eligible seniors in Texas and Florida, through primary and multi-specialty clinics, and contracted medical management services. We've joined Optum, part of the UnitedHealth Group family of companies, and our mission is to help the sick become well and to help patients understand and control their health in a lifelong effort at wellness. Our providers and staff are selected for their dedication and focus on preventative, proactive care. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm) 
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.
Job Keywords: lpn, RN, call center, supervisor, manager, clinic, member engagement, Brandon, St. Pete, St. Petersburg, Clearwater, Lutz, Land O Lakes, Temple Terrace, FL, Florida, Tampa


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