LHI - Manager, Customer Service Training and Quality - La Crosse, WI
February 9, 2018
La Crosse, Wisconsin
At Optum, the mission is clear: Help people live heathier lives and help make the health system work better for everyone LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans.By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system. LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on-location services, patient-specific in-clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services. There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work.(sm) The statements listed below are not intended to be all inclusive of the duties and responsibilities of the position. Based on leadership decisions and business needs, "all other duties as assigned" will be expected for each position. The Customer Service Quality and Training Manager is responsible for ensuring that the Customer Service teams deliver the highest level of customer service and satisfaction to the individuals we serve in an effective and efficient manner through customized training courses developed and facilitated by qualified Trainers and other department Resources, and by monitoring, measuring and reporting on the quality of interactions between Customer Service team members and those that we serve through various programs. Responsibilities include:Primary Responsibilities: Quality Management Lead Team(s) of Quality Specialists and Analysts Hold Monthly / Quarterly calibration sessions for individuals performing quality reviews including, but not limited to Customer Service Supervisors and ManagersPerform quality reviews on Medical Service Coordinators and other roles as may be assigned to the Customer Service department by reviewing a set number of calls, emails, chat sessions or other interactions per MSC per month Perform additional reviews of low performers as specified by program plan Provide results to Customer Service leadership (Supervisors and Managers) on a regular basis to enable effective feedback coachingHold weekly / monthly Call Quality Review and Calibration meetings with Customer Service stakeholdersEnsure that all team members are scheduled to handle a minimum of four (4) hours of live contacts per month to maintain skills and credibilityTraining and ReadinessLead team of TrainersOversee New Employee training programLead the development of Contact Center new hire training as well as all associated manuals and job aidesProvide continuous learning opportunities based on compliance, service and regulatory changes and/or new system enhancements or procedural updatesEnsure training curriculum is updated after each releaseDevelop leadership and soft skills trainingCoordinate and schedule all Trainers, Training Rooms and associated resources to meet business needs and objectivesEnsure that all team members are scheduled to handle a minimum of four (4) hours of live contacts per month to maintain skills and credibilityPeople ManagementHold weekly 1-1 meetings with all direct reportsEnsure goals and reviews are completed by company deadlinesResponsible for ensuring a closed loop feedback process between Training and Quality teams and OperationsSystemsCollaborate with internal teams to develop and enhance scoring tools and reporting mechanismsResearch tools to enhance quality programs for all teamsReportingProvide weekly, monthly and quarterly quality scores and trendsAnalyze call trends for call deflection opportunitiesPlease Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role. Required qualifications in job description:United States CitizenshipAbility to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
Required Qualifications: Bachelor's Degree in Business, Adult Education or related field 5 or more years of supervisory or leadership experience Equivalent combination of education, experience and/or applicable military experience will be considered2 or more years of experience leading instructor-led training programs in a business environment 2 or more years of experience leading and/or conducting Quality checks Expert level experience with Learning Management Systems (LMS)Preferred Qualifications:MedNet proficiencyNational Career Readiness CertificateMilitary experience Soft Skills:Demonstrated leadership skillsDemonstrated excellent customer service skills Excellent verbal and written communication skills Excellent analytical and organizational skills 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) Diversity creates a healthier atmosphere: UnitedHealth 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. Job Keywords: Manager, Customer Service Training and Quality, La Crosse, WI, Wisconsin
Internal Number: 750851
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.