Job Description

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:

• Participate in daily meetings with onshore teams and internal leaders
• Generate and distribute daily reports using Omega and iDash platforms
• Maintain and update the Karen Bogdan Dashboard
• Track team attendance using the PTO SharePoint tracker
• Monitor call pulse metrics to identify performance trends
• Manage AllDigi entries including overtime, leaves, and manual corrections
• Conduct meetings with SMEs for planning, catch-ups, escalations, and team updates
• Collaborate with SMEs to gather and share Customer Experience updates weekly
• Prepare and distribute the Early Warning System (EWS) report
• Update the Master List weekly with team data and operational changes
• Participating in weekly performance calls to review KPIs
• Lead or support weekly team huddles
• Compile and share weekly UHC Contact Center updates
• Update the weekly MBO Scorecard
• Allocate Self-Bill Management responsibilities for new groups
• Conduct monthly coaching sessions and maintain performance trackers
• Upload monthly scorecards and ensure timely acceptance
• Participate in monthly leadership floor walks
• Generate and submit monthly QVC reports
• Host monthly CE Talk sessions with the team
• Identify and implement enhancements to the SBM process
• Attend monthly MBO meetings
• Report monthly production volumes for the India team
• Track and report GCO Billing KPIs
• Conduct bi-monthly Benefit Ally audit reviews
• Participate in monthly working sessions on roles and responsibilities
• Attend the OGA CSU monthly meeting
• Join monthly collaborative escalation reviews for Billing, Case Setup, EDI, and CET
• Support USP Policy Claims Intake processes as needed
• Update team roster files as required
• Monitor and maintain employee records in MyGPS
• Facilitate Omega access and workbasket setup
• Track team progress on learning modules via My Learning
• Maintain Lighthouse entries
• Update FP and HPLX SharePoint repositories
• 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 regard 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

Eligibility
To apply to an internal job, employees must meet the following criteria:

• SG 25 with experience in people management can apply
• Performance rating in the last common review cycle of "Meets Expectations" or higher
• Not be on any active CAP (Corrective Action Plan) or active disciplinary action
• Time in Role Guidelines

• Should have been in your current position for a minimum of 12 months, if you have not met the recommended minimum time in role, discuss your career interest with your manager and gain alignment prior to applying. And share the alignment email with respective recruiter while applying

Required Qualifications:

• Graduate
• 3+ years of total experience, with 1+ years in the role of a Team Leader on paper
• 1+ years if experience of international Voice and Chat process
• Sound knowledge of MS Office
• Demonstrated ability to lead a team in an operational environment
• Demonstrated ability to do careful listening, tact and candor, two-way communication, and master a high impact communication style=
• Demonstrated ability to be a Self -starter who can manage multiple priorities with minimum direction solutions
• Demonstrated ability to Effectively organize and lead a team of people, in cooperative processes to achieve shared outcomes
• Proven open to rotational Shifts
• Proven effective communication skills both verbal and written to individuals

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.

Skills Required