Central Support Operations Supervisor – Telecommute

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It’s an opportunity to do your life’s best work.(sm)

The Central Support Operations Supervisor is responsible for assisting the Central Support Operations management in the day-to-day operations of the Central Support team. Specifically, this role focuses on colleague education and adherence to departmental procedures, policies, scripting, and documentation requirements, as well as quality and productivity standards. The Supervisor, with direction from Managers, ensures adequate daily staffing coverage and monitors attendance activities of assigned colleagues. This role is accountable for delivering consistency on the above mandates across the colleague base and at the colleague level. Execution of the core job requirements will contribute to the overall delivery of the core internal and external service levels. The position also be asked to assist management in departmental governance including the establishment, maintenance, and documentation of departmental policies and procedures and ensures these policies and procedures reflect naviHealth’s organizational mission and goal.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 12pm – 9pm Central Standard Time including the flexibility to work some weekends and holidays based on business need.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Participate in recruitment, interview, and hiring processes
• Slate, align resources (Central Support Coordinator level IIs), and deliver training to new and existing colleagues
• Maintain expert knowledge of all applicable client processes, contractual requirements, databases, compliance, data integrity, and security requirements
• Adhere to and demonstrate knowledge of organizational, departmental, and regulatory policies and procedures. Responsible for adherence to same colleague base
• Maintain knowledge about each health plan’s requirements for data integrity along with CMS and NCQA requirements. Secure electronic medical record access and health plan portal access as needed
• Organize, plan, and prioritize daily work for the assigned team to ensure adequate phone, fax, and correspondence coverage is available for all client contracts. This includes proactively managing scheduled and unscheduled time off
• Troubleshoot support staff technological issues prior to submitting tickets to the naviHealth IT Help Desk
• Review and approve timesheets and PTO requests for assigned colleagues in coordination with Managers
• Utilize monthly dashboards, quarterly reports, and other reports as needed to ensure end-user colleagues are executing the daily work mandates as required to serve internal and external service levels and metric targets. This includes holding 1:1 performance management sessions with the colleague base
• Direct day-to-day operations at the colleague level, assigning and coaching colleagues as needed, to ensure service level and quality standards are met
• Monitor departmental quality including adherence to scripting and non-clinical limitations in utilization management decisions
• Assist management with departmental policy development and documentation and ensures distribution, delivery, and implementation
• Assists Sr. Manager and Corporate Implementation Team with select functions tied to new-client onboarding
• Escalate issues prohibiting or restricting service standards regarding but not limited to technology, service standards, and productivity to management and appropriate naviHealth resources
• Promote a positive attitude and work environment
• Perform other duties and responsibilities as required, assigned, or requested

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 be interested in.

Required Qualifications:

• High School Diploma / GED (or higher)
• Experience with Microsoft Office including Microsoft Word (ability to create, copy, edit, send, and save documents), Microsoft Excel (manipulate data, move columns and rows, remove data, match data between spreadsheets), and Microsoft Outlook (ability to create, copy, edit, send, and save emails)
• Ability to work any 8-hour shift between the hours of Monday – Friday 12:00 pm to 9:00 pm CST including the flexibility to work some weekends and holidays based on business need

Preferred Qualifications:

• Associate degree (or higher)
• 3+ years of healthcare operations OR administration experience, including demonstrated leadership
• Experience in a healthcare setting
• Familiarity with medical terminology and HIPAA laws

Telecommuting Requirements:

• Dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Excellent written and oral communication skills
• Ability to prioritize, plan and handle multiple tasks / demands simultaneously

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement result in rescission of an employment offer or termination of employment.

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $45,100 to $80,200. The salary range for Connecticut / Nevada residents is $49,800 to $88,200. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

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.