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Call Center SME UHOne

UnitedHealth Group

UnitedHealth Group

Call Center SME UHOne

San Juan, PR
Full Time
Paid
  • Responsibilities

    POSITION DESCRIPTION

    Are you looking for a chance to get your foot in the door with a great company? You've found it here. Already one of the world's leading health care companies, Optum, part of the UnitedHealth Group family of businesses, is restlessly pursuing new ways to operate our service centers, improve our service levels and help people lead healthier lives. Here, you're not just working. You are making great things happen for the people who rely on us for healthcare across the United States. You're part of an elite team that is equipped with the best tools and resources, the most thorough training and learning opportunities and a mission that can inspire you every day. Join us and do YOUR LIFE'S BEST WORK.(SM)

    The primary role of the Subject Matter Expert is to coach and develop newly hired contact center employees. The Subject Matter Expert is also responsible for providing "On the Job Training" (OJT) sessions, rover support and overall Academy day to day activities. This position is designed to foster personal and career development by strengthening skills and enhancing competencies for individuals who are preparing for future leadership roles. At the end of ramp season SME may rotate back to their previous role in Operations with the experiences gained in the Academy.

    PRIMARY RESPONSIBILITIES:

    • Provide performance based behavioral coaching to new hires
    • Prepare for and facilitate OJT sessions for new hires
    • Provide immediate support to new hires that need assistance while answering calls
    • Foster an open and trusting work environment
    • Lead by example modeling our values
    • Communicate and share best practices with team and peers across sites
    • Provide daily compliance check in the Academy
    • Prepare Academy for upcoming classes
    • Attend weekly coaching sessions with Academy Supervisor/OM
    • Attend weekly Academy staff meetings
    • Attend coaching calibrations
    • Take calls as needed to support business needs

    ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION

    This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work our normal business hours of 9:00am - 7:00pm AST. It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located in the Montehiedra area in San Juan. You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

  • Qualifications

    REQUIRED QUALIFICATIONS:

    • High School diploma
    • 1+ year of previous Call Center or Customer Service experience
    • Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone
    • Available to work (40 hours/week) Monday- Friday. Flexible to work any of our 8 hour shift schedules during our normal business hours of (9:00am to 7:00pm AST) It may be necessary, given the business need, to work occasional overtime or weekend
    • Fully Bilingual Spanish/English proficiency

    PREFERRED QUALIFICATIONS:

    • Healthcare Experience
    • Training experience
    • Management experience
    • Knowledge of HMO/PPO/Medicare Plans/benefits and medical terminology

    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: UnitedHealth Group 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. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

  • Industry
    Hospital and Health Care
  • Fun Fact
    UnitedHealth Group is working to create the health care system of tomorrow.
  • About Us

    A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.