Customer Service Manager - Remote

Opportunities at WellMed, part of the Optum family of businesses. We believe all patients are entitled to the highest level of medical care. Here, you will join a team who shares your passion for helping people achieve better health. With opportunities for physicians, clinical staff and non-patient-facing roles, you can make a difference with us as you discover the meaning behind Caring. Connecting. Growing together.

The Customer Service Manager is 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:

• Coordinate, supervise and accountable for the daily / weekly / monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching and feedback to team members, including formal corrective action
• Conduct annual performance reviews for team members
• Provide expertise and customer service support to members, customers, and/or providers
• Manage and accountable for professional employees and/or supervisors
• This position will deal directly with all of our vendors and processing teams to include quality, dataraps, and focus on care processing. They will create day to day work flows, expectations, and be able to report on the progress of the team.
• This team is expected to grow to 8 employees by the end of the year who will report directly to this manager

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:

• 3+ years of customer service experience, preferably as a supervisor, business manager or workforce manager
• 2+ years of Vendor Management experience (coordinating events, bringing new vendors troubleshooting for vendors, handling escalations of vendors)
• 2+ years of experience as a professional leader / supervisory role within an organization
• Former Customer Relations experience
• Advanced level of proficiency with Excel

Preferred Qualifications:

• Experience leading personnel towards the attainment of exceptional performance results
• Experience in a client facing role
• Understanding of call center performance metrics and measurements

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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