Job Description

Optum NV is seeking a Clinic Concierge Manager to join our team in Las Vegas, NV. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone.

At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. Here, you’ll work alongside talented peers in a collaborative environment that is guided by diversity and inclusion while driving towards the Quadruple Aim. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together.

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best resources and tools in the world to help serve our members. You’ll play a leadership role in a high volume, focused and performance driven call center where the goal is always to connect with members and enhance the customer experience. This is no small opportunity.

This position is full-time (40 hours/week), Monday - Friday. Employees are required to have flexibility to work an 8-hour shift schedule during our normal business hours of 8:00am - 5:00pm PST. It may be necessary, given the business need, to work occasional overtime or weekends. This Field Based covers Las Vegas, NV market.

We offer on-the-job training. The hours during training will be 8:00am - 5:00pm PST, Monday - Friday.

Primary Responsibilities:

• Manage and be accountable for professional employees and/or supervisors
• Coordinate and supervise daily/weekly/monthly activities of team members
• Set priorities for the team to ensure task completion and performance goals are met
• Responsible for assigning work ques, any outbound call activities and auditing employees performance
• Coordinate work activities with the various Clinic Managers in your assigned territory
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Handling patient escalated calls and assisting with service recovery efforts and De-escalations
• Work on special projects as needed
• Other duties as assigned

This role is equally challenging and rewarding. You’ll need to stay positive at all times especially in difficult situations. You’ll be asked to mentor, challenge and communicate effectively with all different types of people.

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.

Required Qualifications:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 3+ years of customer service experience OR call center supervisor, business manager OR workforce manager experience
• 2+ years of leader / supervisor experience within an organization
• Experience with computers and Windows PC applications including Microsoft Office
• Must have reliable transportation and be able to visit clinics in an assigned territory as needed
• Ability to travel up to 50% of the time
• Ability to work Monday - Friday, in an 8-hour shift schedule during our normal business hours of 8:00am - 5:00pm PST, including the flexibility to work occasional overtime or weekends, based on the business need

Preferred Qualifications:

• Genesys experience
• Experience working in a Healthcare call center environment
• Understanding of call center performance metrics and measurements

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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

#RPO #RED

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