Customer Service Manager

UnitedHealth Group; Everett (WA); On-site; Confidential; Full time

Benefits offered by this job

Comprehensive benefits package

Equity stock purchase

401k contribution

Incentive and recognition programs

Job summary

UnitedHealth Group in Everett, WA is seeking a full-time Onsite Leader to manage teams, drive process improvements, and ensure service level objectives across multiple clients. You will coach supervisors, monitor performance, and partner with WFM to meet staffing and quality goals.

This role requires 2+ years in customer service leadership, strong communication, and the ability to work a standard 8-hour shift from 8:00 am to 5:00 pm PST, with occasional overtime as needed.

Qualifications

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 2+ years of customer service experience in a receptionist/PSR role.
• 1+ years of leadership/Team Lead/Supervisory experience.
• Reliable transportation with up to 30% travel within Everett/Seattle market.
• Full-time availability with 8-hour shifts 8:00 am–5:00 pm PST; occasional overtime.

Responsibilities

• Manage teams and ensure SLAs & MBOs are met.
• Lead process improvement and cost-reduction initiatives.
• Coach and develop managers, supervisors, and team leads.
• Drive engagement and maintain a highly productive workforce.
• Ensure QA rigor and governance across processes.
• Coordinate with WFM to meet projections and staffing needs.
• Maintain compliance with policies, regulations, and security standards.

Skills

Leadership

Communication

Coaching

Mentoring

Multi-tasking

Problem-solving

Independence

Team collaboration

Education

High School Diploma or GED

Tools

Epic

Job description

This position is Onsite. Our office is located at 7600 Evergreen Way Everett, WA.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime.

This will be on the job training and the hours of training will be aligned with your schedule

Primary Responsibilities

• Manage teams/supervisors and ensure all SLAs & MBOs are met.
• Work closely with other departments to formulate steps for Process Improvement, cost reduction and achieve business objectives.
• Groom new managers, supervisors and team leads.
• Lead people development charters & ensure highly engaged workforce.
• Eye to detail in managing QA for respective processes & demonstrate expertise over generating solid results.
• Be the culture ambassador of organization principles and values
• Enforce Solid Performance Management Techniques and monitor the Performance Trend
• Formulate Solutions to challenges faced and create a robust/sustaining governance model.
• Articulate Cost Optimization measures and implement the same across Businesses.
• Provide coaching and feedback to supervisor to enable them to improve their team's performance.
• Handle multiple clients & ace the customer engagement.
• Work closely with WFM to ensure PG's are met.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Be sensitive and aware of the Organizational priorities towards Change & Innovation and Cost Optimization
• Organization diagnosis, solution design and management of change initiatives
• Develop retention and engagement strategies.
• Leads large, complex projects to achieve key business objectives.
• Translates highly complex concepts in ways that can be understood by a variety of audiences.
• Influences senior leadership to adopt new ideas, products, and/or approaches.

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.

Required Qualifications:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 2+ years of customer service experience in a receptionist/PSR role
• 1+ years of experience in a leadership/Team Lead/Supervisory role
• Reliable transportation and ability travel up to 30% of the time within the Everett, Arlington, Edmond and Seattle market
• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 3+ years of customer service experience in a receptionist/PSR role
• 2+ years of experience in a leadership/ Team Lead/Supervisory role
• Multiple function customer service and leadership experience
• Epic experience

Soft Skills:

• Exceptional phone and verbal communication skills along with active listening
• Customer focus and adaptability to different customer situations
• Ability to work independently
• Ability to mentor others and act as a resource
• Ability to demonstrate a depth and breadth of knowledge/skills in own area and able to apply these outside of own function
• Proactively identifies new solutions to problems and solves complex problems on own
• Ability to multi-task, set priorities, and manage time effectively
• Ability to learn new and sometimes complicated systems.
• Excellent interpersonal, written, and oral communication skills
• Ability to meet production and quality goals
• Ability to work in a collaborative atmosphere

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 - $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and 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, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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