Provider Relations Support Supervisor

About the Role

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 inclusion, talented peers, comprehensive benefits, and career development opportunities.

Responsibilities

• Directly supervises, coaches, and develops a team of 6-8 Provider Relations Support agents, with an emphasis on performance consistency, quality improvement, engagement, and long-term professional growth
• Oversees daily access center staffing and workflow to ensure service level adherence, productivity expectations, and quality standards are consistently met
• Conducts regular call monitoring and performance evaluations; delivers timely, data-informed coaching, feedback, and corrective action when needed
• Serves as the primary escalation point for complex provider or borrower issues, supporting agents while modeling effective communication, decision-making, and problem-solving
• Facilitates team meetings, trainings, and development discussions to reinforce expectations, communicate performance results, and promote accountability and engagement
• Champions employee engagement, recognition, and morale initiatives that foster collaboration, ownership, and a high-performance culture
• Partners with department leadership on hiring decisions, onboarding, scheduling, performance management, and workforce planning for assigned staff
• Designs, implements, and maintains an ongoing, continuous training program to improve agent skill development, quality outcomes, and the provider and borrower experience
• Develops and maintains a structured workforce management reporting and monitoring framework to identify operational trends, staffing gaps, capacity needs, hiring forecasts, and scheduling considerations
• Analyzes dashboards, performance metrics, and trend data to identify gaps, training needs, staffing requirements, and process improvement opportunities; translates insights into actionable recommendations for leadership
• Leads the implementation and full utilization of Balto, ensuring it supports real-time agent guidance, quality assurance standards, performance monitoring, and training effectiveness
• Develops, prepares, and delivers leadership-focused performance, quality, training, and workforce reports that demonstrate operational outcomes, improvement impact, and team progression
• Drives continuous improvement initiatives by designing and executing processes that enhance operational readiness, service quality, and the overall provider and borrower experience
• Composes, evaluates, and delivers training for new and existing staff on systems, procedures, quality standards, and performance expectations
• Maintains awareness of evolving business needs and proactively adjusts training, reporting, and operational processes to support organizational goals
• Collaborates with department leadership on team- and department-level initiatives informed by data, performance outcomes, and operational insights
• Performs other duties as assigned

Requirements

• High school diploma
• 1+ years of supervisory or team lead experience
• 1+ years of experience providing customer service over the phone
• Intermediate proficiency in MS Word, PowerPoint, Excel, and Access

Preferred Qualifications

• Undergraduate degree
• 2+ years of provider relations experience
• Knowledge of the financial services industry

Skills

• Exceptional presentation, written, and verbal communication skills
• Strong supervisory and leadership skills
• Ability to work in a fast-paced environment
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Ability to meet service levels to maintain quality standards
• Strong analytical and problem-solving skills

Pay

The salary for this role will range from $49,700 - $88,800 annually based on full-time employment.

Benefits

In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).