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