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 Supervisor Customer Service - San Antonio, TX - SAN ANTONIO, Texas, 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: Customer service & support
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: 851752 / Latpro-3718909 
Date posted: Nov-25-2019
State, Zip: Texas, 78201


Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic and each day presents a new set of challenges. And that's where companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses, is taking the lead. We see those challenges as opportunities but we can't do it alone. You'll play a leadership role in a high volume, focus and performance driven call center where the goal is always to connect with members and enhance the customer experience. Now you can take advantage of some of the best training and tools in the world to help serve our members.

Primary Responsibilities:

  • Supervises the daily workflow and scheduling of inbound customer service representatives
  • 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
  • Conducts monthly one on ones to review performance and attendance
  • 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 new - hire employees
  • Administers counseling and corrective actions for employees displaying problematic behaviors. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed
  • Supports staffing initiatives 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
  • This position is an evening shift Monday - Friday 11AM - 8PM

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.


Required Qualifications:

  • Associate’s degree in related field required. (Two additional years of comparable work experience beyond the required years of experience may be substituted in lieu of Associates Degree)
  • 3+ years of call center experience with at least three years of experience in a call center supervisor
  • 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
  • Ability to appropriately work with highly confidential information
  • Strong computer experience (data entry, screen navigation, keyboarding)

Preferred Qualifications

  • Previous experience in a healthcare or transportation call center setting
  • Bilingual (English / Spanish) fluency
  • 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
  • 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 desire to work with the elderly

UnitedHealth Group is a team of more than 260,000 people who are building career success through commitment, compassion and a desire to make a difference. Join us. Learn more about how you can start doing your life's best work.(sm)

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 240,000+ 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: Supervisor Customer Service, San Antonio, TX, Texas


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