Customer Service Manager – National Remote

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time, Monday – Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm CST.

We offer 2 weeks of new hire product training and then followed by on-the-job training. The hours during training will be 8:00am – 5:00pm CST, Monday – Friday.

• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities

• Manage teams/supervisors and ensure all SLAs &amp MBOs are met.
• Work closely with other departments to formulate steps for Process Improvement, cost reduction and achieve business objectives.
• Groom new managers, supervisors and team leads.
• Lead people development charters &amp ensure highly engaged workforce.
• Eye to detail in managing QA for respective processes &amp demonstrate expertise over generating solid results.
• Be the culture ambassador of organization principles and values
• Enforce Solid Performance Management Techniques and monitor the Performance Trend
• Formulate Solutions to challenges faced and create a robust/sustaining governance model.
• Articulate Cost Optimization measures and implement the same across Businesses.
• Provide coaching and feedback to supervisor to enable them to improve their team’s performance.
• Handle multiple clients &amp ace the customer engagement.
• Work closely with WFM to ensure PG’s are met.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Be sensitive and aware of the Organizational priorities towards Change &amp Innovation and Cost Optimization
• Organization diagnosis, solution design and management of change initiatives
• Develop retention and engagement strategies.
• Leads large, complex projects to achieve key business objectives.
• Translates highly complex concepts in ways that can be understood by a variety of audiences.
• Influences senior leadership to adopt new ideas, products, and/or approaches.

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:

• High School Diploma/GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service experience
• 1+ years of experience in a leadership role
• Ability to multi-task, set priorities, and manage time effectively
• Ability to learn new and sometimes complicated systems.
• Ability to travel up to 10% domestically and/or internationally
• Ability to work our normal business hours of 8:00am – 5:00pm CST.

Preferred Qualifications:

• Excellent interpersonal, written, and oral communication skills
• Ability to meet production and quality goals
• Ability to work in a collaborative atmosphere
• 3+ years of customer service experience
• 2+ years of experience in a leadership role
• Multiple function customer service and leadership experience

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Exceptional phone and verbal communication skills along with active listening
• Customer focus and adaptability to different customer situations
• Ability to work independently
• Ability to mentor others and act as a resource
• Ability to demonstrate a depth and breadth of knowledge/skills in own area and able to apply these outside of own function
• Proactively identifies new solutions to problems and solves complex problems on own

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

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 .

#RPO