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Senior Traffic – Workforce Representative – Work From Home

UnitedHealth Group

This is a Full-time position in Phoenix, AZ posted July 12, 2021.

If you are located within 50 miles of any UHG office, you will have the flexibility to telecommute* as you take on some tough challenges.

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. Here’s where you come in. With the goal of ensuring the highest quality of operations and services, you’ll be responsible for all scheduling, call volume monitoring and adjustments. You’ll help determine and communicate work schedules and assign resources for various call queues and interface with site leaders to ensure adequate staff, contingency plans and workflow monitoring. This is no small opportunity.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to work our normal business hours of 8:00am – 5:00pm. It may be necessary, given the business need, to work occasional overtime or weekends.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Primary Responsibilities:

  • Use workforce management software and call volume history to help manage intra – day staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents actual state compared to agents scheduled state
  • Manage real – time inbound call traffic to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboard sand monthly packages
  • Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality
  • Support the preparation of ad hoc analysis that enables strong understanding of the business Provide training on report, dashboard and package development to team members and management as needed
  • Must display a positive team-oriented attitude
  • Must be able to provide constructive feedback documenting cause and effect
  • Must be able to provide team coverage for planned PTO, unplanned PTO, and times of increased work volume
  • Must be visible, vocal, and lead by example
  • Must display support of Our United Culture: Integrity Compassion Relationships Innovation Performance
  • Extensive work experience, possibly in multiple functions
  • Work does not usually require established procedures
  • Work independently
  • Mentor others
  • Act as a resource for others
  • Coordinate others’ activities
  • Facilitate meetings with management

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 higher)
  • 2+ years of experience in Workforce management
  • Must live within 50 miles of any UHG office
  • Experience with Microsoft Excel (i.e. creating spreadsheets, v – lookups, pivot tables, etc.) and Microsoft Word (create, copy, and paste documents)
  • Ability to work in between the hours of 8am – 6pm (EST with some flexibility) Monday through Friday with the ability to work extended hours, Saturdays and weeknights as needed.
  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Preferred Qualifications:

  • Bachelor’s Degree (or higher)
  • 2+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and / or Blue Pumpkin

 Soft Skill:

  • Experience in a fast pace office environment

UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non – clinical workforce transitioned to a work at home (remote) status. We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.  You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we’re presented with an opportunity to make a difference on a scale we couldn’t imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you’ll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You’ll help write the next chapter in the history of health care. And you’ll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life’s best work.SM

Colorado Residents Only: The hourly range for Colorado residents is $20.77 to 36.88. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary,  UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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.

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