Supervisor Customer Service - St. Louis, MO

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.UnitedHealthcare, a UnitedHealth Group company, provides network-based health and well-being benefits and services for employers and consumers nationwide. We use our strength, diversity and innovation to improve the lives of the more than 18 million people who receive our unique products and services. And our endless pursuit for excellence in everything we do extends to your career as well. Join us today for an inspired and purposeful mix of professional growth opportunities and personal rewards. Primary Responsibilities: Enable CCP2's to deliver consistent, high quality service that delights our customers by resolving their issues the first time they call. Assess and coach CCP2's to ensure they have the knowledge, skills and abilities to quickly and accurately identify and assess customer issues and resolve the issues real-time on the first call. Coach staff on model compliance, first call resolution and routing accountability. Ensure individuals/team meet or exceed performance metrics by communicating performance goals and providing on-going feedback to CCP2's and the team regarding performance goal achievement. Keep performance on track by providing regular performance feedback to each CCP2 on quality results and performance metrics; develop improvement plans when needed.  Monitor and manage each CCP2's performance by utilizing call, claim and ORS reports at the individual, team and site level. Handle escalated calls from irate customers. Take proactive measures to identify and resolve anticipated customer issues to prevent future calls. Complete transactions real-time, when possible, to provide immediate resolution. Accountable for preserving or enhancing the customer's perception of the company. Manage the process to ensure resolution of claims, close-denied and adjustment transactions related to escalated calls. Access and use the functionality of applicable systems and tools to coach the team on appropriate resolution of customer service issues and access iBAAG to provide coverage information when required. Maintain proficiency in all technical applications. Maintain expertise in both customer care and claim functionality and processes. Generate and utilize call, claim, and ORS reports to monitor and manage performance at the individual, team, and site level. Manage individual and team improvement plans with the assistance of management reports, call monitoring, ORS and QA results. Partner with team, leaders, trainers and quality specialists (within and across sites) to analyze quality issues and develop improvement plans (e.g., process, quality, defect reduction). Partner with CCP1 Supervisor and teams to develop improvement plans based upon real time support questions and utilization. Facilitate meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues. Ensure communication of and compliance with all system updates, policy and workflow changes. Support the Workforce Manager to ensure staff is properly scheduled and ensure individuals and team adhere to the schedule. Support of customer visits, as required. Provide regular performance reports (e.g., status) to the Customer Care Manager. Maintain a positive work environment that supports a quality-driven team and identify and remove any barriers that may inhibit an individual's or the team's performance. Maintain knowledgebase of Uniprise products, services, strategies and core business processes to support the organization in the achievement of its performance goals. Interview, select, develop and manage a high caliber workforce with minimal turnover. Conduct annual performance reviews and utilize reward and recognition programs to drive appropriate behaviors.Qualifications: 2 years of previous experience with supervising and/or managing personnel in a large call center is required. 2 years of customer service experience in a large call center with proven ability to provide superior customer service is required. 2 years of PC skills (e.g., Word, Excel) is required. Must be able to work a flexible schedule from 7:00 am to 7:00 pm M-F. Project management experience is a plus. Insurance medical claims experience is desired, but not required. Working understanding of the health care industry is preferred.  Undergraduate degree or equivalent experience.UnitedHealth Group is a drug-free workplace.  Candidates are required to pass a drug test before beginning employment.Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V.