If you are located in Las Vegas, NV, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work. SM

For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us and help people live healthier lives.

The UHC Nevada contact center is a multi-channel contact center serving both Commercial and Medicaid members. This position is responsible for operational and quality performance of the Commercial unit in the UHC Nevada contact center, which includes inbound telephone service, chat, and broker support.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm. It may be necessary, to work on call and occasional overtime as needed.

Our office is located at 2720 N Tenaya Way, Las Vegas, NV 89128. Employees will be required to work few days onsite and few days from home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Managing service functions in a contact center environment.
• Lead and develop supervisory staff who oversee front-line service representatives.
• Identifies and resolves technical, operational, and organizational problems.
• Assist in management of the overflow outsource contact center vendor.
• Analyze current customer service processes and identify gaps or defects to improve overall effectiveness
• Define/recommend process improvements to meet current and future customer service needs/standards
• Ensure that customer needs are being met by current processes (e.g., review recorded agent conversations, Identify/communicate opportunities for improvement)
• Ensure appropriate usage of available resources by agents to respond to callers.
• Identify/anticipate future business needs based on changes in the internal and external environment, and provide recommendations to meet those needs
• Demonstrate understanding of specific workgroup roles/responsibilities.
• Review/analyze quality data/metrics/reports and define remediation/performance improvement opportunities
• Represent the Commercial contact center on corporate project initiatives. Lead internal project efforts within the department.

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:

• High School Diploma / GED (or higher)
• 5+ years contact center experience in a highly regulated environment (i.e., healthcare, insurance, banking telecom, etc.)
• 3+ years of experience at a supervisor level or higher in a contact center environment overseeing and developing front-line employees
• Experience and use of various contact center technology including ACD, IVR, and CRM.
• Ability to work with multi-channel contact center functions (call, e-mail, correspondence, chat)
• Experience with Microsoft Excel (creating spreadsheets and formulas), Microsoft Word (creating documents) and Microsoft Outlook (drafting emails, calendar management)
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation.

Preferred Qualifications:

• Bachelors’ Degree (or higher)
• 2+ years of experience leading exempt-level employees
• 2+ years of health care and/or managed care experience
• Vendor management exposure in a contact center environment
• Experience in contact center environment with 100+ FTE span of control
• Experience in contact center with multiple product lines (Commercial and Medicaid)

Telecommuting Requirements:

• Reside within Las Vegas, NV
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Ability to keep all company sensitive documents secure (if applicable)
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Excellent communication and presentation skills

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. https://uhg.hr/vet

Careers at UnitedHealthcare Employer & Individual . We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life’s best work. SM

Nevada Residents Only: The salary range for Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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