Supervisor Customer Service Quality - Las Vegas, NV - Veteran's Welcome

  1. Las Vegas,NV
  2. Sep 07, 2017
  3. Healthcare : General Healthcare

Position Description:

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)

Primary Responsibilities:

  • Communicate quality assurance standards to respective department leaders
  • Document internal audits and other quality assurance activities
  • Investigate customer complaints and non - conformance issues
  • Collect and compile statistical quality data including compliance reporting for Medicare and Medicaid
  • Analyze data to identify areas for improvement and communicate to training and management staff
  • Develop, recommend and track corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Audit and review quality assurance processes and task, including calibrating across analyst.
  • Track and report problems and provide feedback and coaching to improve call center quality and compliance.
  • Monitor and evaluate the call to the call center, and listen for deviations from organizational polices and standards
  • Analyze current customer service processes and identify gaps or defects to improve overall effectiveness
  • Define / recommend process improvements to meet current and future customer service needs / standards
  • Ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, identify / communicate
  • opportunities for improvement)
  • Ensure appropriate usage of available resources by agents to respond to callers (e.g., applicable scripts, Subject Matter Experts)
  • Work directly with agents / staff to improve overall performance (e.g., focus groups)
  • Define Quality guidelines / programs to address identified issues and emerging business needs (e.g., newly acquired companies)
  • Identify / anticipate future business needs based on changes in the internal and external environment, and provide
  • recommendations to meet those needs
  • Perform Quality audits and analyze results to determine process improvement opportunities
  • Review / monitor results of appeals work and escalate as necessary (e.g., rebuttals

  • High School Diploma / GED required   
  • Minimal local travel required to client site       
  • 2+ years of experience acting as a team lead / or in a leadership role/project management     
  • 2+ years customer service in a managed care - health plan environment            
  • Advanced proficiency within Microsoft Excel (pivot tables and charts, manage data, logical, statistical and math functions),
  • Advanced proficiency within Microsoft Word (work with forms and fields, manage document versions)           
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is 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.

Key words: UnitedHealth Group, UnitedHealth Care, Health Care, Team Lead, Supervisor, Leadership, Managed care, customer service, Microsoft Excel, Microsoft Word

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