LVN/LPN Call Center Supervisor San Antonio Texas
Company: Optum
Location: Floresville
Posted on: June 3, 2025
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Job Description:
WellMed, part of the Optum family of businesses, is seeking a VN
Call Center Supervisor to join our team in San Antonio, TX. 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.
The Supervisor LPN is responsible for coordinating and implementing
the HEDIS and STAR's call center campaigns and works in
collaboration with the Director of STARS Call Center to develop
strategies for achieving a 5 STAR rating. Directly responsible to
manage teams of clinical and nonclinical staff who perform central
call initiatives such as performing telephonic outreach to retrieve
and/or disseminate appropriate information as relates to member
care and CMS quality measures as well as to resolve quality gaps.
Coordinates, supervises and is accountable for the daily functions
of the patient navigator team. The Supervisor LPN provides support
to various corporate interdepartmental teams in the implementation
of strategies of the call center for closing care gaps. -This role
works closely and collaboratively with various functional areas of
the healthcare and quality team to achieve the goals and objectives
of the Quality Improvement Program. through CAHPS & HOS
initiatives, Medication Adherence initiatives, and Part C Gap
closures. The Supervisor LPN assists the department with business
process and policy development of programs and productivity
initiatives. -Develops and analyzes monthly reports and a variety
of ad hoc reports to support key departmental and corporate
initiatives.
Primary Responsibilities:
Oversees the Patient Navigator Team and the day to day operation of
the call center campaigns
Provides leadership and support in establishing and executing the
STARS Call Center Initiatives in alignment with corporate goals
Supervises and coordinates the work activities of the team
Monitors productivity, call center metrics, documentation and call
quality to ensure established standards are met
Coach and develop management team to acquire and refine necessary
job skills through constructive feedback, ongoing training, and
other coaching techniques. Conduct regular performance reviews and
one-on-one meetings with direct reports to evaluate performance
against KPIs
Oversight and analysis of daily, weekly, and monthly operational
reports and the development and implementation of action plans to
address deficiencies
Provide regular communication to Senior Leadership regarding
current operational performance and make recommendations for
improvements and increasing capacity at scale
Partner with Senior Leadership and Human Resources to execute
strategic recruiting and employee engagement programs to attract
and retain top performers
Oversight of the execution of short and long-term performance goals
developed by Senior Leadership Team
Work with internal teams on strategy and capacity planning
Oversight of call center operational strategies including but not
limited to conducting needs assessments, performance reviews,
capacity planning, and cost/benefit analyses; identifying and
evaluating state-of-the-art technologies; defining user
requirements; establishing technical specifications, and
production, productivity, quality, and customer service
standards
Oversight of SOPs and Workflows for the STARS Call Center Team
Ability to perform work with minimal supervision
Performs all other related duties as assigned
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:
Unrestricted Nursing License in Texas or Florida
3+ years of experience within a healthcare environment including
experience within a managed care setting, including a 2+ years of
supervisory experience
1+ years of experience with data analysis
HEDIS/STAR experience
Advanced experience using Microsoft office applications, including
but not limited to databases, word-processing, spreadsheets, and
graphical displays
Basic understanding of quality improvement standards such as HEDIS,
CAHPS, HOS and CMS
Demonstrated effective organizational skills
Proven ability to delegate task appropriately to meet established
timelines - -
Proven capability to work with people at all levels in an
organization
Proven excellent training and presentation skills with solid
communication capabilities and practices, both oral and written
Proven excellent communication, writing, proofreading and grammar
skills
Proven solid attention to detail and accuracy, excellent Evaluative
and Analytical skills
Proven solid teamwork, interpersonal, verbal, written, and
administrative and customer service skills
Proven solid interpersonal skills and the ability to work
independently, as well as a member of a team
Preferred Qualifications:
2+ years of related experience in a call center or service
operation
2+ years of hands-on experience with forecasting, capacity planning
and scheduling methodologies in a call center environment
2+ years of HEDIS & STARs experience
Hands-on experience with forecasting, capacity planning and
scheduling software
Auditing experience
Proven excellent written and verbal communication skills
Proven excellent relationship building skills
Proven planning and organizational skills to demonstrate leadership
and initiative
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Physical & Mental Requirements:
Ability to lift up to 25 pounds
Ability to sit for extended periods of time
Ability to use fine motor skills to operate office equipment and/or
machinery
Ability to receive and comprehend instructions verbally and/or in
writing
Ability to use logical reasoning for simple and complex problem
solving
In 2011, WellMed partnered with Optum to provide care to patients
across Texas and Florida. WellMed is a network of doctors,
specialists and other medical professionals that specialize in
providing care for more than 1 million older adults with over
16,000 doctors' offices. At WellMed our focus is simple. We're
innovators in preventative health care, striving to change the face
of health care for seniors. WellMed has more than 22,000+ primary
care physicians, hospitalists, specialists, and advanced practice
clinicians who excel in caring for 900,000+ older adults. Together,
we're making health care work better for everyone.
The salary range for this role is $49,300 to $96,400 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.
UnitedHealth Group 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.
UnitedHealth Group is a drug - free workplace. Candidates are
required to pass a drug test before beginning employment.
Keywords: Optum, Austin , LVN/LPN Call Center Supervisor San Antonio Texas, Healthcare , Floresville, Texas
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