UnitedHealth Group Customer Service Supervisor - Taguig City, NCR in Taguig City, Philippines
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.(sm)Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers.
This role will provide direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
*Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.Primary Responsibilities: Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team membersSets 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 providersProvide leadership to an Emergency Response team consisting of Trainees, Case Managers and Senior Case Managers and TrainerDelegates work and monitors progress of work as well as staff performance throughout the shiftMentors staff promoting professional development of team membersParticipates as a member of the Operations Leadership Team in establishing and implementing Operation’s plans, policies & procedures, and other initiatives designed to assure consistent improvement of service qualityActions and communications support the goals of the Emergency Response CenterPromotes team members professional development by providing training, coaching and mentoringPromote effective teamwork and team relationships.
Support team members and serves as a role modelDistributes cases to team members and monitors case activity throughout the shift.
This includes reviewing for appropriateness of actions and next actions, compliance with established policies, procedures & benchmarks, and efficient case management (taking into account approach, use of resources, timeliness, and cost savings)Works directly with team members to assist them in carrying out their responsibilitiesActively participates in the assessment and management of difficult and complex cases (due to low level of care or high profile clients)Coordinates case transfer at the change of shift to assure seamless transition of work.
This includes assuring that case documentation is completed including a review of case review note to assure details and next actions are clearly communicatedPerform retrospective reviews of cases assessing for compliance with policies and procedures and to assess efficiency of services provided to the member as well as the clientPerforms reviews and follows up with client/member in situations where concerns are voiced related to case handling. Assures appropriate follow-up with client and respective case managers are completedMake personnel decisions in concert with the Emergency Response Center leadership team as respects team members.
This includes, but is not limited to, hiring, establishing goals, promoting and taking disciplinary actions, as well as performing performance reviewsDemonstrates ability to flex staffing based upon case needs and department needs, approves vacation time, responsible for developing and maintaining schedule for case managers to assure appropriate staffing ratiosMeet the needs of internal and external customers in a timely and efficient mannerParticipate on interdepartmental teams and in special projects and perform other duties as assignedCoordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit Required Qualifications: College Graduate 5+ years of customer service experience in a call center/BPO setting analyzing and solving customer problems1+ year of experience as a supervisorPrior stable work experience Basic proficiency with Windows PC applications, which includes the ability to learn new and complex computer system applications Ability to navigate a computer while on the phoneAbility to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product Ability to remain focused and productive each day though tasks may be repetitiveAdditional Qualifications/Knowledge/Skill/LicensureExcellent analytical and problem solving skills, and demonstrated proficiency in managing the most difficult assistance casesDemonstrated commitment to the Optum Global Assistance Core ValuesEarned the respect of others, and either leadership experience or displayed leadership potentialStrong interpersonal skillsProven ability to successfully multi-task in a demanding environment with ever-changing prioritiesExcellent written and oral communication skillsPhysical 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 activityCareers with Optum.
Here's the idea.
We built an entire organization around one giant objective; make health care work better for everyone.
So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.
Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.
For you, that means working on high performance teams against sophisticated challenges that matter.
Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm) Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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.
Optum is a drug-free workplace.
© 2017 Optum Global Solutions (Philippines) Inc.
All rights reserved. Job Keywords: Customer Service Supervisor, Supervisor, Team Lead, Team Leader, TL, Shift Manager; Claims, Healthcare, Health Care, Customer Service, Customer Advocate, Client Service, Customer Care, Contact Center, Call Center, BPO, Business Process Outsourcing, Taguig City, NCR, National Capital Region 8d96f1b4-89f8-4176-911e-fa33a7e659c3
Customer Service Supervisor - Taguig City, NCR Philippines-Taguig City 721405