UnitedHealth Group
Call Center Supervisor - San Juan, PR
At a glance
Location: US-PR-San Juan Map
Posted: 01/07/2020
Closing: 02/06/2020
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
UnitedHealth Group
Job description

OptumCare is succeeding at helping people live healthier lives by taking a different approach to health care. OptumCare uses a common sense approach, focused on avoiding jargon, finding more efficient ways to operate, and providing great, in-the-moment service. We provide that service by making sure serving our patients and providers is always the first priority. Each department works from the same central idea: “How does this affect the service we provide?”  Because of the extreme commitment to service, OptumCare focuses on recruiting passionate employees who will take advantage of being empowered to provide the highest level of service at each and every step.  

The role of the Supervisor is to build trusted relationships with Guests/Members/Business Partners (both internal and external) and Physicians/Providers across the health  care  lifecycle. This is done  by assisting members with their customer service needs, educating members about  management of their health  and well being,  helping members to maximize  health  plan benefits and personal health  care  dollars and owning customer service inquiries through  to resolution. Another purpose of this position is to support the mission, vision and values of the organization and department through  quality, service, innovation,  integrity, teamwork and dignity/respect.

Primary Responsibilities:
Positions in this function are responsible for first-level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential  customers to ensure continued membership.

  • Coordinates, supervises and is accountable for the daily activities of business support, technical or production team  or unit
  • Impact of work is most often at the team  level
  • Ability to interact  effectively and work cooperatively with a variety of organizations and with individuals  of all professional and non-professional levels.  (Includes professional and ancillary providers, members and their families, state agencies, community  groups and other contractors involved in the program)
  • Ability and flexibility to assume responsibilities and tasks in a constantly changing work environment
  • Ability to capture, analyze and evaluate data,  as well as use  data  to determine appropriate course of action,  develop program activities and initiate change
  • Ability to treat all employees in a professional manner without discrimination  and promote professional growth, teamwork and positive morale
  • Expert in need identification,  intake and listening skills
  • Strong problem  solving approach to quickly assess current  state and formulate  recommendations
  • Quickly identify requested information and anticipate future needs
  • Ability to translate jargon and complex  processes into simple,  step-by-step instructions members can understand and act upon
  • Ability to overcome objections and persuade members to take action / change behavior
  • Flexibility to customize approach to meet  all types  of member communication styles  and personalities
  • Excellent conflict management skills including:
    • Professionally and adeptly  resolve issues while under  stress
    • Diffuse conflict and member distress
    • Demonstrate personal resilience
    • Strong attention to detail
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 or higher degree 
  • 2+ years of customer service experience analyzing and solving customer problems 
  • 2+ years of experience as a supervisor or team lead 
  • 1+ years of experience in Call Center setting 
  • Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone 
  • Available to work (40 hours/week) Monday- Saturday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (5:00am to 12:00am)
  • Bilingual Spanish/English

Preferred Qualifications:

  • Bachelor’s Degree 
  • Healthcare background 
  • Claims experience 
  • FACETS & Maces experience 
  • Medicare experience 
  • Ability to understand multiple products and multiple levels of benefits within each product 
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system 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: 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: Call Center Supervisor, Customer Service Supervisor, Healthcare Supervisor, San Juan, Puerto Rico

Call Center Supervisor - San Juan, PR