Supervisor - Client and Event Solutions,

Optum; La Crosse (WI); Hybrid; USD 60,000 - 84,000; Full time

Job summary

Optum, via Logistics Health Incorporated (LHI) in La Crosse, WI, seeks a Supervisor, Client & Event Solutions for the Remote Health Readiness Program (RHRP). This full-time role guides a team that supports and answers customer inquiries, balances work across client contracts, and ensures a positive client experience.

The position follows an office-based schedule with 3 in-office and 2 remote days per week, onsite training, and a commitment to high service standards.

Qualifications

• Leadership and supervisory experience in client services or events
• Strong communication and problem-solving abilities
• Ability to manage multiple stakeholder expectations

Responsibilities

• Team Leadership: Oversee and manage a team of client and event solution professionals.
• Performance Management: Monitor performance to ensure timely, quality completion per contracts.
• Operational Oversight: Manage processes to optimize workflow and efficiency in customer service and event delivery.
• Training & Onboarding: Facilitate on-site training and ensure new staff ramp-up requirements are met.

Job description

This position follows Office-Based schedule with 3 days in office and 2 days at home per week. Our office is located at La Crosse, WI.

Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We're dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together.

At Optum, the mission is clear: Help people live healthier lives and help make the health system work better for everyone.

Optum Serve Health Services (OSHS) is one of three businesses under Optum Serve. Optum Serve provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans. By joining Optum Serve you are part of the family of companies that makes UnitedHealth Group a leader across most major segments in the U.S. health care system.

OSHS specializes in creating and managing health care programs through on-location services, patient specific in-clinic appointments, telehealth assessments, or any combination based on customer need. OSHS's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of War (DoW), Veterans Affairs, and Health and Human Services.

Remote Health Readiness Program Description: The mission of the Remote Health Readiness Program (RHRP) is to support and complement the DoW Individual Medical Readiness (IMR) Program in its efforts to promote and sustain a medically ready force throughout the continuum of military operations and deployments. The RHRP is the Defense Health Agency's (DHA's) primary support for Reserve Component (RC) and Active-Duty Tricare Prime Remote (TPR) Service Members (SMs). The RHRP provides required IMR (Medical and Dental) services, deployment readiness medical services, physical exams (accession, retention, occupational health, and specialty), and RC dental care. These activities support the Services' efforts to meet or exceed established DoW IMR standards, deployment health-related initiatives, and Force Health Protection (FHP) requirements and goals. The RHRP supports the RC, TPR services members (Army, Navy, and Marine Corps), U.S. Coast Guard SMs (active duty and Reserve) and re-deploying DoW civilians from participating DoW Agencies.

The statements listed below are not intended to be all-inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, "all other duties as assigned" will be expected for each position.

Supervisor, Client & Event Solutions for the Remote Health Readiness Program (RHRP) holds a leadership role in overseeing and directing a team of client solutioning and event coordination representatives who provide support and address inquiries from customers. The supervisor of this team is responsible for the overall performance, consistent customer user experience, client satisfaction, productivity, development, and guidance for assigned staff in support of RHRP and other OSHS Programs, as necessary. Assists the Director, Client Engagement and Program leadership in day-to-day operations management to ensure client needs and department objectives are fulfilled per the various contractual requirements. Works with the Senior Client Relationship Managers to gather information on the unique Service Component needs and conveys those strategic needs to the Client Solutioning Team and Event Solutions Coordinator Team and ensures actionable solutions are integrated to improve client user experience. Reports to the Director of Client Engagement on everything related to client support and event coordination to include team performance, process improvement ideas, and overall client satisfaction metrics.

Focus Areas Include

• Team Leadership and Management: This involves supervising, mentoring, and training client and event solutioning staff, managing their workload and schedules, conducting performance evaluations, and fostering a positive team environment. Monitors team and individual employee performance in adherence to department, company, and contractual requirements.
• Customer Service Excellence: Key tasks include ensuring efficient resolution of customer issues, handling escalated complaints, monitoring service quality, setting customer service standards, and identifying areas for process improvement.
• Operational Oversight: Responsibilities in this area involve tracking customer interaction quality and service level metrics, maintaining records, and collaborating with the program execution and surveillance team and other departments to enhance customer satisfaction. Develop and implement operating policies, procedures, and standards.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules between our normal business hours of 7:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 2 weeks of paid training. The hours during training will be during normal work schedule, Monday - Friday.

Training will be conducted onsite.

Primary Responsibilities

• Team Leadership: Oversee and manage a team of client and event solution professionals. Maintain contract expertise and oversight for compliance and standards of productivity for respective client support and event coordination contract assignments. Use data and reporting to ensure requests made to the client and event solution teams are responded to promptly and properly recorded.
• Performance Management: Monitor individual and team performance to ensure the timely and quality completion of work aligned with client contractual obligations. They will manage, track and triage daily requests as appropriate for the client and event solution teams. Directly responsible for the productivity, compliance with processes and quality performance of client solution specialists and event solution coordinators to include maintaining guiding documents, policies, quality assurance plan and procedures. Manage fluctuations in daily workload by making staffing adjustments, as necessary.
• Operational Oversight: Manage processes and procedures to optimize workflow and efficiency in customer service and event delivery. Ensure that client and event requirements are met through efficient, effective triage ensuring processing of actionable items is in a timely manner in order to mitigate overall impact to users. Develop and implement operating policies, procedures, and