Healthcare Contact Center Leader

UnitedHealth Group; San Juan (PR); On-site; USD 55,000 - 75,000; Full time

Job summary

UnitedHealth Group is seeking an experienced Operations Supervisor to lead a non-clinical team in a 24/7 production environment. You will plan, organize, and oversee daily workflows while ensuring quality and staffing needs are met.

The role requires at least 2 years in a supervisory role, strong Excel skills, and fluent English. You\'ll provide performance reports, coach staff, and collaborate with senior operations to drive improvements across the practice.

Qualifications

• 2+ years of experience as an 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, including weekends in a 24/7 environment.
• 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
• 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
• ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION ***

Skills

Leadership

Operations management

English proficiency

Team collaboration

Tools

Microsoft Excel

Job description

UnitedHealth Group is seeking an experienced Operations Supervisor to lead a non-clinical team in a 24/7 production environment. You will plan, organize, and oversee daily workflows while ensuring quality and staffing needs are met.

The role requires at least 2 years in a supervisory role, strong Excel skills, and fluent English. You\'ll provide performance reports, coach staff, and collaborate with senior operations to drive improvements across the practice.