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LVN/LPN Call Center Supervisor San Antonio Texas

Optum

Floresville,
28 days ago
$49,300 - $96,400

Job Description

Join Optum as an LVN/LPN Call Center Supervisor in San Antonio, TX, where you'll lead a team to improve healthcare quality and patient care. You'll manage call center operations, drive strategic initiatives, and foster a collaborative environment that promotes health for everyone.

Key Responsibilities

  • Oversees the Patient Navigator Team and the daily operation of the call center campaigns
  • Provides leadership and support in executing STARS Call Center Initiatives
  • Supervises and coordinates work activities of the team
  • Monitors productivity, call center metrics, documentation and call quality
  • Coaches and develops management team with feedback and ongoing training
  • Oversees operational reports and implements action plans for deficiencies
  • Communicates with Senior Leadership regarding operational performance
  • Partners with Senior Leadership and HR for recruiting and employee engagement
  • Executes short and long-term performance goals
  • Works on strategy and capacity planning with internal teams
  • Oversees call center operational strategies and evaluates technologies
  • Ensures SOPs and Workflows for the STARS Call Center Team are followed
  • Performs all other related duties as assigned

Required Qualifications

  • Unrestricted Nursing License in Texas or Florida
  • 3+ years of experience within a healthcare environment including experience within a managed care setting
  • 2+ years of supervisory experience
  • 1+ years of experience with data analysis
  • HEDIS/STAR experience
  • Advanced experience using Microsoft office applications
  • Basic understanding of quality improvement standards
  • Demonstrated effective organizational skills
  • Proven ability to delegate tasks appropriately
  • Proven capability to work with people at all levels in an organization
  • Proven excellent training and presentation skills
  • Proven excellent communication, writing, proofreading, and grammar skills
  • Proven solid attention to detail and accuracy
  • Proven solid teamwork, interpersonal, verbal, written, and administrative skills
  • Proven solid interpersonal skills

Preferred Qualifications

  • 2+ years of related experience in a call center or service operation
  • 2+ years of hands-on experience with forecasting, capacity planning and scheduling methodologies
  • 2+ years of HEDIS & STARs experience
  • Hands-on experience with forecasting, capacity planning and scheduling software
  • Auditing experience
  • Proven excellent written and verbal communication skills
  • Proven excellent relationship building skills
  • Proven planning and organizational skills

Benefits & Perks

Comprehensive benefits packageIncentive and recognition programsEquity stock purchase401k contribution