[Hiring] Referral Supervisor @UnitedHealth Group

Role Description

The Navigator Supervisor supports and manages a group of Navigator Coordinators and serves as functional supervisor for Navigator support staff. The Supervisor is the subject matter expert for the team, resolving complex referral issues and providing continuous coaching and feedback.

• Manages the daily activities of the Navigator Coordinators to ensure departmental standards are met and process flow is maintained.
• Manages the queue of calls to ensure service levels are maintained.
• Tracks attendance and performance of team and individuals.
• Provides performance coaching and feedback, initiates corrective performance management actions following the progressive discipline model.
• Performs annual performance reviews of team members during merit cycles.
• Implements process improvements for the team.
• Resolves patient escalation issues by providing superior customer service and advanced problem-solving skills.
• Interviews and selects candidates.
• Ensures all personnel and department policies/procedures are followed.
• Sets an example for staff to follow and exemplifies the ability to provide excellent service.
• Educates staff on changes pertinent to their roles and onboarding new hires.
• Provides direction and support to staff to assure departmental effectiveness and efficiency.
• Assumes on-call responsibilities to ensure adequate staffing and utilizes problem-solving skills when appropriate.
• Resolves all employee and patient concerns for the Navigator Center.
• Maintains QA statistics and reports results to the Supervisor.

Supervisory Responsibilities

• Supervise a large group of non-clinical nonexempt staff.
• Provides direction and support to staff to assure departmental effectiveness and efficiency.
• Interviewing, selecting, orienting, and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems.

Skills

• Requires in-depth knowledge of area of specialty.
• Solid interpersonal skills needed with the ability to interact effectively with patients and medical professionals.
• Sound judgment with the ability to work and make decisions in a fast-paced environment.
• Leadership potential.
• Ability to provide a high level of customer service to patients, visitors, staff, and external customers.
• Ability to remain calm in stressful situations.
• Ability to make decisions guided by general instructions and practices requiring some interpretation.
• Ability to address problems requiring analysis or interpretation of the situation.
• Ability to follow precedents and procedures, setting priorities and organizing work within general guidelines.
• Ability to summarize and communicate moderately complex information in varied written formats.
• Ability to comprehend and communicate complex verbal information.
• Ability to demonstrate full working knowledge of standard concepts, practices, procedures, and policies.
• Ability to work collaboratively in small teams to improve operations.

Working Condition / Physical Demand

• Time management and organizational skills are crucial for managing day-to-day responsibilities in a fast-paced, deadline-driven environment.
• All employees working remotely must adhere to UnitedHealth Group’s Telecommuter Policy.

Required Qualifications

• High school diploma, (or equivalent education, experience or training).
• Experience with EPIC or a similar electronic medical records system.
• Ability to use all electronic tools and applications relevant to the performance of the duties of the position.
• Proven ability to perform all job functions in compliance with applicable federal, state, local and company policies and procedures.

Preferred Qualification

• 3+ years of experience in a clinical and/or customer service setting in addition to 2+ years in a Lead or Supervisory role.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution (subject to eligibility requirements).