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Job Details

UnitedHealth Group

Customer Service Supervisor - Taguig City, NCR (105952098)

Customer Service

Customer Service



Taguig City, Philippines

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

Positions in this function are responsible for preparing, processing and maintaining new member or group enrollments. Positions may load new member or group data into the enrollment database & update the database with changes. Positions may also respond to member eligibility or group questions & verify enrollment status. Positions may work with various types of member correspondence. Positions may also be responsible for reconciling eligibility discrepancies, analyzing transactional data & submitting retroactive eligibility changes. Positions may also be responsible for inventory control of member and group transactions. *Employees in jobs labeled with ‘SCA’ must support a government Service Contract Act (SCA) agreement.

Primary Responsibilities:

  • Supervise Eligibility Representatives in their daily job functions to ensure files are applied timely and all turnaround times and quality standards are met and/or exceeded
  • Telephonically assist our member eligibility or group questions & verify enrollment status
  • Assist the team in meeting production standards
  • Meet and exceed department quality audits and provides coaching to their team members
  • Maintain & prioritize eligibility discrepancies, analyzing transactional data & submitting retroactive eligibility changes to the manager and senior leaders
  • Ensure all standards set by the company, including Attendance, Dress code, etc. are adhered to
  • Handle all escalations courteously, politely and professionally
  • Act as back-up support for other Supervisors as needed for meetings and other departmental responsibilities
  • Advise management in long-range planning for areas of specialization
  • Perform other duties as assigned
  • Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

  • 2+ years of billing and/or eligibility experience
  • 1+ year of previous Supervisory or Team Lead experience
  • Proficiency with computer and Windows PC applications
  • Intermediate level experience using Microsoft Excel
  • Impact of work is most often at the team level
  • Ability to travel up to 25% of the time

Preferred Qualifications:

  • Excellent interpersonal skills
  • Demonstrate ability for strong oral and written communication skills
  • Ability to handle multiple issues and prioritize appropriately while working swiftly & efficiently without compromising quality customer service
  • Strong organizational skills with the ability to prioritize caseload based on business and customer need as well as respond appropriately and effectively in difficult situations
  • Knowledge of Human Resources policies and procedures
  • Proficiency with MS Word and PowerPoint

Physical Requirements and Work Environment:

  • Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, and long periods working at a computer
  • Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
  • Ability to work a 5 day week, 8 hour shift, any time between office hours of operation

Optum, part of the UnitedHealth Group family of businesses is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: Optum 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.

Optum is a drug-free workplace. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.