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 together.This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 9:00am – 6:00pm with a rotating Saturday every 5 weeks. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 6 Neptune Rd. Poughkeepsie, NY 12601.We offer 3 weeks of on-the-job training. The hours of the training will be aligned with your schedule.Primary Responsibilities:Supervise the activities of 20 team members and directly accountable for ensuring exceptionally high agent and department service levels, while promoting an environment of continuous improvement and best practicesResponsible for ensuring agents provide extraordinary patient care by fostering a culture of empathy, employee engagement, recognition, training and staff developmentProvide continuous feedback to all direct reports through quality and coaching sessions utilizing quality scorecards to measure performanceMaintain full understanding of call center processes and act as a subject matter expert; with ability to provide staff with appropriate resolution techniques for sensitive casesHandle escalated calls from patients for service recovery and resolve case to patient’s satisfaction