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. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Manage a team of 25-30 representatives ensuring performance and productivity
• Demonstrate excellent communication and managerial skills to lead and motivate the team
• Handle irate customers and manage escalation calls effectively in a voice process environment
• Ensure adherence to business-critical turnaround time (TAT) of 72 hours
• Maintain business availability during holidays and weekends as required
• Monitor team performance and provide feedback and coaching for continuous improvement
• Ensure compliance with company policies and procedures
• Accurate and timely documentation of data
• Building and maintaining an effective team environment
• Planning, developing, and managing the quality and productivity of Production teams
• Coordinating process issues with the Service Delivery Manager / Service Delivery Leader
• Aligning with key business partners to serve customers
• Fostering/maintaining a collaborative relationship with internal and external customers to ensure satisfaction and profitability
• Working with business partners to identify ways to improve business processes
• Assisting in building, reviewing, and adhering to the annual business plan
• Controlling expenses and increasing profitability via productivity and quality gains
• Reviewing work results of the team and their pattern of handling work queues
• Developing, motivating, and retaining employees and challenging the team to set ambitious goals
• Providing regular performance feedback and giving frequent formal and informal coaching sessions
• Promotes a high level of commitment to anticipating, understanding, and meeting the needs of each internal and external customer
• Identifies and leverages internal networks to complete tasks; presents ideas persuasively; gains the support and assistance of others who have a stake in the outcome and proactively participates in company initiatives Identifies trends and issues and recommend solutions
• 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:

• Graduate
• 5+ years of overall experience in Voice/Blended BPO industry with 2+ years of voice experience
• 3+ years of experience in US healthcare system
• 2+ years of experience in Team Handling (Minimum span of 20 people)
• Exposure to all the facets of Operation Management
• Exposure to people management, Performance Management and Client Management
• Solid proficiency in MS Office/Word/PowerPoint
• Proven effective communication skills both verbal and written to individuals
• Proven ability to do careful listening, tact and candor, two-way communication, and master a high impact communication style
• Proven solid client interaction related to process
• Proven ability to identify process gaps & initiate discussions with management on improvement plans
• Proven ability to be a self-starter who can manage multiple priorities with minimum direction solutions
• Proven ability to effectively organize and lead a team of people, in cooperative processes to achieve shared outcomes
• Proven effective numeracy and analytical skills
• Demonstrated performance management
• Demonstrated coaching and mentoring
• 365 days 24*7 process flexibility
• Indian Holiday work flexibility
• Willing to work in night shift and rotational offs

Preferred Qualifications:

• Six Sigma knowledge / Certified/ Trained
• Experience with Healthcare/Medicare Terminology
• Managed Care and Appeals/Grievances experience
• Transition experience
• Knowledge of US Healthcare industry

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.