Supervisor Appeals

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and **your life's best work.(sm)**

**Primary Responsibilities**:

- Independently manage a team of 20-25 frontline staff who will be working on escalated claim reimbursement issues filed by providers and will be doing provider callbacks
- Formulates business and developmental goals for his team
- Ensure that performance metrics are achieved
- Building and maintain an effective Team environment
- Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.)
- Coordinate with the Team to identify process improvement opportunities
- Monitor, measure and report Team performance metrics and implement Team incentive programs
- Deliver/facilitate training (both new and ongoing)
- Partner with leadership to promote department revenue and business objectives
- Routinely analyze quality results to report error trends
- Identify root causes of errors and opportunities for defect reduction
- Analyze and develop overall improvement plans (department and individual)
- Administrative responsibilities as assigned
- To ensure client satisfaction by the delivery of quality services and quality products
- To review the MIS reports and take corrective steps to strengthen the productivity / people
- To appraise the performance of the team members at the regular intervals
- Recommend the rewards / incentives to the employees in token of the appreciation / recognition based on the performance
- To appraise the performance of the team members at the regular intervals
- To allocate shifts, sanction compensatory off and weekly off's to the subordinates
- Interacting with the onshore team to understand and capture all requirements of the process
- Administrative responsibilities as assigned to handle sensitive information appropriately (HIPAA) and acts in a fair and honest manner consistent with the company’s code of conduct
- Review of the Standard Operating procedures for all the processes and propose updates as needed
- Prepare and review the weekly and monthly Quality Dashboards with onshore and offshore stakeholders
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

**Required Qualifications**:

- Bachelor’s degree
- 5 - 7 years of experience in international Customer Service Field. Should be working in BPO/KPO
- Minimum of 18 - 24 months experience in Team Handling (Min Span of 15 people). Should be handling a team doing international calling (preferably US/UK)
- Exposure to all the facets of Operation Management
- Strong Proficiency in MS Office
- Sound Reporting/ MIS Skills
- Excellent Interpersonal skills
- Strong orientation towards Quality
- Very strong communication skills and exposure to international calling (US/UK)
- Open to Night Shifts

**Careers with Optum. **Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.
- 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