Position 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 Healthcare 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)
The Direct Sales Agency completes approximately 5000 applications telephonically each month. The process to enroll a customer telephonically needs to be strictly adhered to by our non-licensed Enrollment Specialist. The Enrollment Specialist Supervisor will supervise a team of Enrollment Specialists that carry out this function in the department. The Supervisor will ensure the team is following the correct process so we can deliver an excellent and compliant experience for our customers.
Primary Responsibilities:
- Supervise a team of 10 - 20 Enrollment Specialists
- Monitor performance
- Develop and maintain performance management standards
- Develop and maintain individual and team scorecards
- Work closely with manager to review and act upon staff performance issues
- Coach & Develop staff
- Occasionally organize individual and team training sessions
- Work directly with customers in escalated situations
- Maintain a positive work environment that supports a quality driven team
- Meet or exceed individual and team performance standards
- Facilitate meetings to communicate team performance goals and results; share general corporate communications; and provide a forum for surfacing opportunities and/or issues.
* ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION
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 may be interested in.
Required Qualifications:
- Associate's Degree or higher degree
- 2+ years of experience as a supervisor or team lead | Experience in team interactions and improvement methods (i.e. Coaching, Quality, Productivity)
- 2+ years of Call Center Customer Service experience
- Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone
- Ability to work 40 hours / week during standard business operating hours Monday - Friday from 9am - 11pm and Saturday 9:00am-7:00pm Atlantic Time/PR Time
- Bilingual Spanish / English
Preferred Qualifications:
- Telemarketing experience
- Healthcare Background
- Bachelor's Degree
- Medicare experience
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: Enrollment Supervisor, Enrollment Specialist Lead, Enrollment Team Lead, San Juan, PR, Puerto Rico
