Job Description

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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing 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
• Ensure client satisfaction by the delivery of quality services and quality products
• Review the MIS reports and take corrective steps to strengthen the productivity / people
• 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
• Appraise the performance of the team members at the regular intervals
• 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)
• Strong communication skills and exposure to international calling (US/UK)
• Strong Proficiency in MS Office
• Sound Reporting/ MIS skills
• Strong orientation towards Quality
• Exposure to all the facets of Operation Management
• Excellent Interpersonal skills
• Open to Night Shifts

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)