Customer Service Supervisor - Wausau, WI - Veteran's Welcome

  1. Wausau,WI
  2. Sep 08, 2017
  3. Healthcare : General Healthcare

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)

Positions in this function are responsible for the ongoing maintenance of COBRA and Retiree accounts, including, but not limited to: initial and renewal structure building, billing set up, member loading, researching and resolving customer issues, entering of premium rates, balancing cash received, and preparation of administrative documents and reports.  Researches customer issues, develops customer specific solutions, and responds back to customers and members in a professional manner. 
Primary Responsibilities:
  • Applies knowledge/skills to a range of complex activities
  • Provides technical guidance, business support, supervision, daily work direction, motivation, and training to COBRA and Retiree Billing Teams
  • Resolves escalated calls from members, customers, and account management
  • Owns output, and sets direction and priorities for the teams to ensure task completion
  • Resolves problems and provides guidance to members of each team assigned
  • Coordinates work activities with other supervisors
  • Develops plans to meet short and long term objectives
  • Identifies and resolves operational problems using defined processes, expertise and judgment
  • Manages and is accountable for employees
  • Supervises and ensures timely and accurate delivery of COBRA & Retiree Billing Services to our customers
  • Responsible to report monthly indicators of the team's performance
  • Works closely with other departments, including Sales & Marketing, Information Technology, Legal, Human Resources, Account Services, claim, enrollment, and pricing analysts
  • Facilitates team meetings, and works with staff on work schedules
  • Responsible for the implementations of all procedures and key audit controls within COBRA and Retiree teams
  • Responsible for COBRA requests for review, appeals, quality, and legal compliance of Federal COBRA regulations
  • Acts as the primary resource for the department by assisting other departments on the thorough understanding of COBRA Administration
  • All other projects as assigned

Required Qualifications:
  • Experience in supervising, mentoring, coaching, implementation of new groups, and training others
  • Undergraduate degree or equivalent experience
  • Proficiency in Microsoft applications such as Access, Visio, PowerPoint, Excel, Word, and Outlook 
Preferred Qualifications:
  • Experience in Travis TBill and/or Travis COBRA is a plus to facilitate direction of daily work

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.



Job Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, health care, office, phone support, training class, customer service advocate, customer service rep, Manager, Management, Supervisor, COBRA

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