Contact Center Supervisor: Lead Operations and Care Quality

UnitedHealth Group; San Juan (PR); On-site; Confidential; Full time

Job summary

UnitedHealth Group’s Optum division is seeking an Operations Supervisor in the San Juan area to lead a non-clinical team, oversee staff performance, and ensure efficient case management and care quality. You will develop policies, provide performance reports, and coordinate with senior operations to address outstanding issues, while maintaining a 24/7 operating environment.

Strong Excel skills, English proficiency, and experience in production/inventory contexts are required.

Qualifications

• 2+ years of experience as a Operations Supervisor or similar role.
• 1+ years of experience in a production environment and inventory management.
• Microsoft Excel proficiency (filter, sort, create and edit spreadsheets).
• Ability to work during standard business operating hours, Monday through Sunday, between 7:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, weekends, holidays, or shifts outside the stated hours-may be required
• Proficient in verbal and written English skills.

Responsibilities

• Be a motivational leader, contributing to a positive team environment and sharing when there is an opportunity to improve team morale and engagement
• Provide standard performance reports (e.g., scorecards) to update relevant internal stakeholders
• Conduct regular meetings with Senior Operations to review and discuss updates on outstanding issues (e.g., project implementation readiness; compliance and/or quality audit results; out-of-compliance issues; staffing issues)
• Plans, prioritizes, organizes and completes work to meet established objectives
• Oversees the non-clinical staff within operations including training, mentoring, and counseling
• Maintenance and evaluation of staff performance and attendance
• Improves quality of care by performing and reviewing competencies and implementing appropriate action plans as need to bring staff to standards of care
• Works with staff to ensure the workflows are being maintained, case management is efficient, and quality of care is delivered
• Develops and implements policies and workflows to meet the daily needs of the practice to increase provider satisfaction, decrease errors and improve quality of care
• Works routinely with management to provide feedback
• Other duties may apply

Skills

Operations supervision

Inventory management

Excel proficiency

Tools

Microsoft Excel

Job description

UnitedHealth Group’s Optum division is seeking an Operations Supervisor in the San Juan area to lead a non-clinical team, oversee staff performance, and ensure efficient case management and care quality. You will develop policies, provide performance reports, and coordinate with senior operations to address outstanding issues, while maintaining a 24/7 operating environment.

Strong Excel skills, English proficiency, and experience in production/inventory contexts are required.