• Supervisor - Welcome Wagon Program

    OptumEl Segundo, CA 90245

    Job #1277483031

  • Position Summary: The Welcome Wagon Team Supervisor is a new and exciting position that has been created to oversee and collaborate with Regional Call Centers in the oversight, training and growth of Member Onboarding Reps and Welcome Wagon Field Representatives. Welcome Wagon is an Optum CA based program welcomes new seniors into Optum with compassion and respect by ensuring each new senior is positioned for long term wellness. The Welcome Wagon program delivers a personalized onboarding experience to new seniors through an intense focus on early and ongoing member engagement. The Welcome Wagon Supervisor will have full accountability in the daily supervision of all field Teammates and Call Center Representatives. The Welcome Wagon Supervisor will collaborate with all regional call centers to ensure that teams are being held accountable for strategic outcomes, job competencies, and outcomes (data) to enable a personalized onboarding experience to Optum Medical group resources and services. ESSENTIAL FUNCTIONS: + Supervision of field and call center teammates which includes: training, developing, coaching, counseling, and performance management + Oversees day to day operations + Perform side by side call handling evaluations/monitoring team's call activities + Performing quality assurance on calls and driving performance improvement + Handling escalated calls to resolve issues + Alignment, collaboration and communication for all divisions of the program (clinical and non-clinical) + Accountable for driving improvements in patient experience + Dissemination of data, performance metrics. and goals amongst key teammates + Supporting special projects that impact the member experience + Support the development of job training aides + Coach call center teammates and field teammates to improve member experience goals and objectives + Assist in the interview process of hiring of Welcome Wagon teammates + Collaborates with Program Director, Medical Director, and VP of Growth and Retention to monitor and report metrics such as resource utilization, patient experience and enacts plans to improve efficiency. + Promotes teamwork, collaboration, high performance, and implementation of best practices across Optum CA + Develops, implements and measures adherence to policies and procedures + Use, protects, and disclose Optum patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards + Performs additional duties as assigned REQUIRED QUALIFICAITONS: + High School Diploma/GED (or higher) + 1+ years of experience leading, managing or supervising direct reports in a Customer Service environment + 1+ years of Call Center Supervisor experience + Experience with senior population + Experience in healthcare or managed care PREFERRED QUALIFICATIONS: + Bachelor's Degree (or higher) + Experience with training, coaching, and mentoring + Experience with call center technology KNOWLEDGE, SKILLS, ABILITIES: + Computer literate + Proficient in Microsoft Office applications + Proven leadership abilities + Excellent verbal and written communication skills + Ability to work cooperatively with peers and subordinates + Ability to act professionally under pressure + Results-oriented Reports To: Director, Welcome Wagon

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