LVN Call Center Supervisor

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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 e xperience 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 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

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.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

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

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