Customer Service Business Manager - Honolulu, HI at Honolulu

Job Description

Position Description:When you are in the business of health care, youre in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.Primary Responsibilities:Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team membersSets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level and AHTCoordinates work activities with other supervisors, managers, departments, etc.Identifies and resolves operational problems using defined processes, expertise and judgmentProvides coaching and feedback to team members, including formal corrective actionConducts annual performance reviews for team membersProvides expertise and customer service support to members, customers, and/or providersManages and is accountable for professional employees and/or supervisors.Impact of work is most often at the local level.

Job Requirements

Requirements:Bachelors Degree is required5+ years of Call Center Supervisory experience (i.e. manage call center personnel, attend meetings both internally and externally, monitor call center performance metrics, work closely with the Service Ops Director to get information out to the team, managing projects as necessary, and be responsible for all HR responsibilities for the team)Experience as a professional leader within an organizationProficiency with MS Word, Excel, and PowerPoint (Word creating simple documents; Excel data entry; PowerPoint creating presentations from scratch)Knowledge of Human Resources Policies and Procedures (i.e. coaching/mentoring, hiring, firing, performance reviews, salary responsibilities)Project Management experience (i.e. basic PM - faced with projects and seeing it from beginning to end)Experience leading personnel toward the attainment of exceptional performance resultsAssets:Knowledge of Call Center systems such as CentreVu, IEX, CTISix Sigma Certification highly preferredBasic knowledge and experience in finance (budgeting) and cost accounting preferredUnderstanding of call center performance metrics and measurementsUnitedHealthcare, part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus:UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.Together, were removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Country: USA, State: Hawaii, City: Honolulu, Company: UnitedHealth Group.