Opportunities with Optum in the Tri-State region (formerly CareMount Medical, ProHEALTH New York and Riverside Medical Group). Come make a difference in the lives of people who turn to us for care at one of our hundreds of locations across New York, New Jersey and Connecticut. Work with state-of-the-art technology and brilliant co-workers who share your passion for helping people feel their best. Join a dynamic health care organization and discover the meaning behind Caring. Connecting. Growing together. 

One of five regions in the Optum nationwide network, Optum Tri-State comprises three large multispecialty groups, CareMount Medical, ProHEALTH NY, and Riverside Medical Group. Optum Tri-State brings patients local care, backed by national expertise. As a premier provider of health care services, Optum Tri-State offers services including primary care, urgent care, a diverse range of specialty care, outpatient surgery, and imaging. The regions draws on the knowledge of leading doctors and healthcare experts to help 1.6 million patients across 630 locations access high quality, affordable healthcare within their community.

Together, for better health, Optum is committed to providing the highest standard of comprehensive medical care in a patient-centered and compassionate environment, with the comfort and convenience of being close to home.

If helping people live their healthiest lives is attractive to you, Optum is the place to be!

• We value work-life balance and have flexible on-site and remote non-clinical opportunities available
• We believe in employee development, professional growth and company longevity
• Our culture is one of mutual respect, teamwork and equality
• Competitive salary, great benefits, and other attractive incentives

The Patient Support Specialist Supervisor coordinates and supervises Patient Support Specialists and provides routine support and services for patients calling Optum TriState’s Contact Center.  

Primary Responsibilities:

• Supervise the activities of 20 team members and directly accountable for ensuring exceptionally high agent and department service levels, while promoting an environment of continuous improvement and best practices
• Responsible for ensuring agents provide extraordinary patient care by fostering a culture of empathy, employee engagement, recognition, training and staff development
• Provide continuous feedback to all direct reports through quality and coaching sessions utilizing quality scorecards to measure performance
• Maintain full understanding of call center processes and act as a subject matter expert; with ability to provide staff with appropriate resolution techniques for sensitive cases
• Handle escalated calls from patients for service recovery and resolve case to patient’s satisfaction
• Maintain all appropriate documentation and address disciplinary and performance opportunities timely, consistently, fairly, and following organizational policy and process
• Generate reports from Call Management System to analyze and interpret individual and team key performance indicators for adherence; including monitoring real-time queue metrics
• Present KPI reports to the Management team by collecting, analyzing, auditing, and summarizing data and trends
• Oversee all aspects of the Quality Assurance program, including call monitoring, evaluation, and calibration scoring
• Work collaboratively with the Workforce Analyst team to ensure appropriate staffing needs, coverage maintenance, schedule adherence and average handle time monitoring
• Interface with multiple internal areas focused on training /quality and provide input and feedback to Quality Management and Training to improve processes and procedures
• Interview applicants for Contact Center roles, using the formatted interview process and submitting recommendation to extend offer to qualified candidates

Performance Requirements:

• Knowledge of telecommunication system and call management application(s) (Cisco Finesse, CUIC)
• Requires solid leadership and employee engagement skills, solid soft skills and experience in patient care and case management engagement
• Ability to use critical thinking skills to problem solve and de-escalate situations in a professional manner and utilize appropriate service recovery techniques
• Meet expectations for information security, HIPAA and PCI compliance and ensure the protection of proprietary company and patient information accessible from remote office
• Ability to successfully teach and mentor utilizing appropriate teaching methods and providing on-going feedback and support
• Able to adapt to frequent changes in scheduling protocols
• Ability to work in a fast-paced environment and handle stressful situations with empathy and courtesy
• Ability to work in a team environment and establish and maintain effective working relationships with physicians, co-workers and other departments and teams
• Maintains proficiency within NextGen EMR, Salesforce, MHD and other applications required for patient care
• Adheres to all Optum’s and Windows PC applications, such as Microsoft Outlook and Excel.  solid keyboard and navigation skills and ability to learn new computer programs
• Ability to summarize and present quality assurance observations and data
• Completes all mandatory compliance and safety training

Typical Physical Demands:

• Work requires sitting for long periods of time
• Requires extensive use of office equipment including computer, telephone, and telephone headset

Typical Working Conditions:

• Work is performed in a large, multi-occupancy contact center environment utilizing cubicles
• Involves frequent phone contact with patients
• Work may be stressful at times, and interaction with others is ongoing throughout the day

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.

Years of post-high school education can be substituted/is equivalent to years of experience

Required Qualifications:

• 3+ years supervisory experience in a fast paced, high stress environment, preferably in a call center or managed care environment
• 1+ years leading and managing a remote workforce
• Experience meeting key performance metrics

Preferred Qualification:

• Experience working with NextGen EMR

All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. CareMount is an EO employer - M/F/Veteran/Disability