Customer Service Supervisor - Remote

About The Role

The Remote Access Team Leader position is a vital leadership role responsible for overseeing the operations, performance, and overall experience of Regional Access Teams within the Service Line(s).

This role offers the flexibility of remote work within Massachusetts, Connecticut, Rhode Island, New Hampshire, Vermont, or New York. The Team Leader will guide and mentor a team of Patient Service Representatives and Call Center Supervisors, ensuring the delivery of high-quality service to patients and healthcare practices.

The role involves strategic planning, process improvement, and relationship building with practice leadership to optimize access to healthcare services. The Team Leader will also oversee staffing, performance metrics, and compliance with regulatory standards, fostering a collaborative environment that aligns with organizational goals.

Qualifications

• High School Diploma or GED
• Must be 18 years of age or older
• 5+ years of progressively responsible experience in healthcare operations, patient access, or a related field
• At least 2+ years of leadership experience within healthcare settings
• Experience managing teams in a high-volume, fast-paced call center environment
• Advanced skills in Microsoft Office tools (Excel, Word, Outlook)
• Proficiency in preparing reports and analyzing data for resource allocation and performance improvements
• Knowledge of medical terminology
• Ability to work full-time Monday through Friday with flexibility for shifts during business hours (8:00 am - 5:00 pm EST), including occasional overtime
• Reside within a communicable distance to a Reliant Medical office

Responsibilities

• Develop and implement call center operational strategies in collaboration with management, including capacity planning and performance standards
• Manage and mentor Call Center staff and oversee daily operations of the access center
• Prepare and analyze performance reports, identifying trends and areas for improvement
• Monitor system performance, resolve issues, and participate in system upgrades and quality assurance initiatives
• Recruit, select, onboard, train, and evaluate staff; administer scheduling and enforce policies and procedures
• Build strong partnerships with practice leaders, including Practice Administrators, Chiefs, and Regional Managers
• Collaborate with other Access Operations Supervisors to enhance program success
• Provide backup supervisory support across regions and service lines as needed
• Lead department meetings and training sessions to ensure team development and alignment with organizational goals
• Set and monitor monthly, quarterly, and annual call center goals, developing action plans to meet targets
• Supervise a team of approximately 20+ staff, ensuring compliance with organizational policies and legal requirements
• Foster a positive work environment that promotes teamwork, motivation, and professional growth
• Ensure adherence to regulatory, safety, and infection control policies
• Maintain adequate equipment and supplies to support operations
• Participate in ongoing education and professional development activities

Benefits

• Comprehensive health, dental, and vision insurance plans
• Paid time off and holidays
• 6 weeks of paid training, including onsite orientation and training during the initial weeks
• Opportunities for career growth and advancement within the organization
• Retail plans including 401(k) with company contributions
• Incentive and recognition programs
• Access to educational resources and professional development programs
• Flexible work arrangements within the remote work policy

Equal Opportunity

UnitedHealth Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, gender, sexuality, age, income, disability, or any other protected characteristic. All employment decisions are made based on qualifications, merit, and organizational needs. We encourage individuals from all backgrounds to apply and join our team dedicated to improving health outcomes and advancing health equity.