[Hiring] Patient Access Center Supervisor I @UnitedHealth Group

Role Description

The Patient Access Center Supervisor I (PAC Sup I) provides leadership, coaching, development and support to their team of Health Service Representatives (HSRs). This position is responsible for:

• Identifying training and performance needs
• Monitoring phone and work queue performance
• Developing action plans for improving and sustaining team performance
• Participating and completing special projects as assigned
• Partnering with Workforce Management to ensure effective resource planning
• Working closely with clinic partners and serving as an escalation point for providers and clinic staff
• Ensuring that all policies are followed and identifying/executing changes in policies and procedures

If you are located in Houston, TX, you will have the flexibility to work remotely* as you take on some tough challenges.

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.

Qualifications

• Associate’s degree in Business, Health Care or related field or equivalent work experience
• 2+ years in an applicable role within the Patient Access Center, with demonstrated strong performance or 1 year experience as a Team Lead or Coordinator at Kelsey-Seybold Patient Access Center; or 2 years supervisory experience in a contact center environment
• Working knowledge of Contact Center technologies, including call routing and workforce management systems
• Proficiency in using Microsoft Office Suite (Teams, PowerPoint, Excel, Word)
• Proven solid ability to coach, counsel, and motivate a team toward service and performance goals
• Proven fluent in verbal and written English
• Proven solid communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
• Proven ability to work in a fast-paced deadline-oriented environment with a high level of accuracy and excellent attention to detail
• Strong organizational and time management skills
• Proven effective project management skills

Requirements

• Preferred Qualifications:
• Bachelor’s degree in Business, Health Care or related field
• Experience with Cisco telephony
• Experience with Calabrio Workforce Management
• Fluent in Conversational Spanish

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• Salary range: $49,700 - $88,800 annually based on full-time employment

Company Description

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. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

• OptumCare is an Equal Employment Opportunity employer under applicable law.
• Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
• OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.