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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing togetherPrimary Responsibilities:

• Handles a team of up to 25-30 Associates
• Accurate and timely documentation of data
• Planning, developing, and managing the quality and productivity of Production teams
• Coordinating process issues with the Service Delivery Manager / Service Delivery Leader
• Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.)
• Working with business partners to identify ways to improve business processes
• Assisting in building, reviewing, and adhering to the annual business plan
• Controlling expenses and increasing profitability via productivity and quality gains
• Reviewing work results of the team and their pattern of handling work queues
• Developing, motivating, and retaining employees and challenging the team to set ambitious goals
• Providing regular performance feedback and giving frequent formal and informal coaching sessions
• Promotes a high level of commitment to anticipating, understanding, and meeting the needs of each internal and external customer
• Identifies and leverages internal networks to complete tasks; presents ideas persuasively; gains the support and assistance of others who have a stake in the outcome and proactively participates in company initiatives Identifies trends and issues and recommend solutions
• Ensure accurate and timely delivery of data to Team Liaison
• Ensure that performance metrics are achieved and building and maintaining an effective Team environment
• 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
• Provide feedback to management on individual and group training results
• Review and update training materials as needed
• 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
• 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:

• Should be minimum Graduate
• Six Sigma Knowledge / Certified/ Trained
• 5+ years of experience (Overall) in Voice/Blended BPO industry with 1+ years of voice experience
• 2+ years months experience in Team Handling (Min Span of 20 people)
• Open to Night Shifts and rotational offs
• Proven excellent Interpersonal/Communication skills
• Solid proficiency in MS Office/Word/PowerPoint
• Sound Reporting/ MIS skills
• Exposure to all the facets of Operation Management
• Exposure to people management, Performance Management and Client Management

Preferred Qualifications:

• Transition experience
• US Healthcare industry experience

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.

UnitedHealth Group