Customer Service Supervisor - National Remote

Full-time - Mid Level

Remote - Dallas, TX

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

The Customer Service Supervisor position at Optum is responsible for managing a team of call center agents to ensure they meet contractual service obligations. This role involves overseeing scheduling, attendance, and performance metrics while providing support to healthcare providers and their patients. The supervisor will also engage in training, reporting, and analysis to enhance operational efficiency and improve patient experiences.

Responsibilities

• Plan, organize, direct, and lead a team of customer service agents to support providers.
• Manage the scheduling and attendance of the team.
• Interview and screen applicants for the team.
• Monitor all Real-Time and Intra-Day activities to ensure operational goals are met.
• Accurately track and manage contact center schedule adherence.
• Prepare daily, weekly, monthly, and ad-hoc reports for management.
• Analyze past call volume and staffing patterns to forecast required staffing levels.

Requirements

• High School Diploma/GED
• Must be 18 years of age or older
• 2+ years of customer service experience within a call center environment
• 1+ year of supervisory/manager experience in a call center environment
• Experience managing direct reports, mentoring, and coaching
• Experience monitoring and driving key performance indicators within a contact/call center
• Proficiency in Microsoft Word, Excel, and Outlook.

Nice-to-haves

• Medicaid or medical billing experience
• Quality Assurance experience
• Experience working with HIPAA guidelines
• Familiarity with online systems to manage/monitor process flow
• Experience working with telephony systems.

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution