Supervisor - Client and Event Solutions

This position follows Office-Based schedule with 3 days in office and 2 days at home per week. Our office is located at La Crosse, WI. 

Opportunities with Logistics Health Incorporated (LHI), part of the Optum family of business. We're dedicated to simplifying the logistics of complex workforce health programs with cost-effective solutions and a seamless distribution process. With offices in La Crosse, Wis., a satellite office in Chicago and remote employees throughout the country, we have a variety of rewarding career opportunities for you. Elevate your career as you help us create a healthier tomorrow for everyone and discover the meaning behind Caring. Connecting. Growing together. 

At Optum, the mission is clear: Help people live healthier lives and help make the health system work better for everyone.

Optum Serve Health Services (OSHS) is one of three businesses under Optum Serve. Optum Serve provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well-being of Americans. By joining Optum Serve you are part of the family of companies that makes UnitedHealth Group a leader across most major segments in the U.S. health care system.

OSHS specializes in creating and managing health care programs through on-location services, patient specific in-clinic appointments, telehealth assessments, or any combination based on customer need. OSHS's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of War (DoW), Veterans Affairs, and Health and Human Services.

Remote Health Readiness Program Description: The mission of the Remote Health Readiness Program (RHRP) is to support and complement the DoW Individual Medical Readiness (IMR) Program in its efforts to promote and sustain a medically ready force throughout the continuum of military operations and deployments. The RHRP is the Defense Health Agency's (DHA's) primary support for Reserve Component (RC) and Active-Duty Tricare Prime Remote (TPR) Service Members (SMs). The RHRP provides required IMR (Medical and Dental) services, deployment readiness medical services, physical exams (accession, retention, occupational health, and specialty), and RC dental care. These activities support the Services' efforts to meet or exceed established DoW IMR standards, deployment health-related initiatives, and Force Health Protection (FHP) requirements and goals. The RHRP supports the RC, TPR services members (Army, Navy, and Marine Corps), U.S. Coast Guard SMs (active duty and Reserve) and re-deploying DoW civilians from participating DoW Agencies.

The statements listed below are not intended to be all-inclusive of the duties and responsibilities of the position.  Based on leadership decisions and business needs, "all other duties as assigned" will be expected for each position.

The Supervisor, Client & Event Solutions for the Remote Health Readiness Program (RHRP) holds a leadership role in overseeing and directing a team of client solutioning and event coordination representatives who provide support and address inquiries from customers. The supervisor of this team is responsible for the overall performance, consistent customer user experience, client satisfaction, productivity, development, and guidance for assigned staff in support of RHRP and other OSHS Programs, as necessary.  Assists the Director, Client Engagement and Program leadership in day-to-day operations management to ensure client needs and department objectives are fulfilled per the various contractual requirements.  Works with the Senior Client Relationship Managers to gather information on the unique Service Component needs and conveys those strategic needs to the Client Solutioning Team and Event Solutions Coordinator Team and ensures actionable solutions are integrated to improve client user experience. Reports to the Director of Client Engagement on everything related to client support and event coordination to include team performance, process improvement ideas, and overall client satisfaction metrics. 

Focus areas include:

• Team Leadership and Management: This involves supervising, mentoring, and training client and event solutioning staff, managing their workload and schedules, conducting performance evaluations, and fostering a positive team environment.  Monitors team and individual employee performance in adherence to department, company, and contractual requirements.
• Customer Service Excellence: Key tasks include ensuring efficient resolution of customer issues, handling escalated complaints, monitoring service quality, setting customer service standards, and identifying areas for process improvement.
• Operational Oversight: Responsibilities in this area involve tracking customer interaction quality and service level metrics, maintaining records, and collaborating with the program execution and surveillance team and other departments to enhance customer satisfaction. Develop and implement operating policies, procedures, and standards.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules between our normal business hours of 7:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.  

We offer 2 weeks of paid training. The hours during training will be during normal work schedule, Monday - Friday. Training will be conducted onsite.   

Primary Responsibilities:

• Team Leadership: Oversee and manage a team of client and event solution professionals.  Maintain contract expertise and oversight for compliance and standards of productivity for respective client support and event coordination contract assignments.  Use data and reporting to ensure requests made to the client and event solution teams are responded to promptly and properly recorded.  
• Performance Management: Monitor individual and team performance to ensure the timely and quality completion of work aligned with client contractual obligations. They will manage, track and triage daily requests as appropriate for the client and event solution teams. Directly responsible for the productivity, compliance with processes and quality performance of client solution specialists and event solution coordinators to include maintaining guiding documents, policies, quality assurance plan and procedures. Manage fluctuations in daily workload by making staffing adjustments, as necessary.
• Operational Oversight: Manage processes and procedures to optimize workflow and efficiency in customer service and event delivery.  Ensure that client and event requirements are met through efficient, effective triage ensuring processing of actionable items is in a timely manner in order to mitigate overall impact to users.  Develop and implement operating policies, procedures, and standards.
• Internal Department and External Client Interaction and Resolution: Handle escalated client inquiries and concerns, demonstrate exceptional customer service skills and the ability to resolve issues while maintaining a professional demeanor.  Establish and maintain effective working relationships with customers (internal and external) across all channels of communication. Provide daily guidance to Client Solutioning Specialists and Event Solutions Coordinators, department team members, internal departments and external customers on work processes, client inquiries and concerns, policy adherence, and risk management efforts as they relate to the Client Solutioning Team. Collaborates and communicates with Field Operations and the Distribution Operations Center (DOC) to ensure timely event fulfillment, with Event Solutions Coordinator role interface supporting several key areas to ensure success.  
• Training and Development: Coordinate and assist with new hire, onboarding, and ongoing training for staff, including training on system use and service procedures.  Provide consistent guidance and feedback concerning the strengths and development needs in relation to current job performance as well as career development.  Periodically review calls, emails, and other work products to ensure quality, accuracy and proper execution of client identified objectives.
• Reporting and Analysis: Collect data and prepare reports on customer complaints, inquiries, and team performance, potentially including operational statistics. Identify opportunities for increased support to the client that would bring about growth of the program. Accurately complete daily, weekly, monthly reporting requirements.
• Process Improvement: Identify and recommend opportunities to update or improve customer service procedures and protocols. Actively manage projects and process improvement initiatives to ensure opportunities for improvement and efficiency within the client and event solution areas of the department.  Share and implement best practices across the organization.  
• Managing Staff: Directly responsible for hiring and retaining staff, employee development and coaching, administering performance appraisals, and providing guidance to leadership direct reports in their management responsibilities as applicable.  This includes bi-weekly one of one counseling to cover quarterly reviews and customer call monitoring. Promote a positive work environment within the department.
• Policy Compliance: Administer department policy and procedures to include:  handling employee issues, monitoring PTO and overtime, timesheet approval, interviewing, performance evaluations, goal setting, oversight of new hire orientation and professional growth development as applicable.
• Customer Feedback: Identify feedback and contribute to program improvement by reporting recurring issues or suggestions for improvement to include communicating with the Director, Client Engagement to gather feedback to improve client user experience.   

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
• 4+ years of leadership experience with related work experience in a business OR other related field with 2+ years of work / people leadership experience in a corporate setting
• 2+ years of client / customer solutions experience, with supporting Military contacts
• Knowledge of leadership principles and team environments necessary
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability OR determination of eligibility for a confidential / Secret OR Top Secret security clearance as a condition of your employment
• United States Citizenship 
• Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
• Must be able to obtain a DoW Common Access Card
• Proficient computer skills with Microsoft Office Suite of products including Microsoft Word (create and edit documents), Microsoft Outlook (manage email and calendar), Microsoft PowerPoint (create and edit decks), and Microsoft Excel (entering data, formulas etc.)
• Ability to travel up to 10% of the time (domestic) 
• Ability to work full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules between our normal business hours of 7:00 am - 5:00 pm CST. It may be necessary, given the business need, to work occasional overtime.  

Preferred Qualifications:

• Experience working in a healthcare / medical environment
• Experience working in a customer service environment
• Able to support multiple client relationships
• Complex technical platform experience
• Experience with developing, implementing, and enforcing metrics in a business environment

Telecommuting Requirements:

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

Soft Skills:

• Ability to lead the activities of others
• Excellent problem-solving skills, strong time management and organizational skills, ability to multi-task while working in a fast-paced environment and strong analytical skills
• Excellent written and verbal communication skills with attention to detail; ability to communicate and coordinate effectively with staff and employees at all levels within the company and external customers
• Presentation abilities must include the ability to speak at multiple levels within an organization
• Ability to influence and negotiate through use of verbal, written and interpersonal means with a diverse group of people/disciplines at all levels of an organization
• Ability to remain calm in stressful situations and to display professional conduct at all times
• Experience working with multiple stakeholders and working with cross-functional teams
• Ability to perform detailed work with a high degree of accuracy
• Ability to demonstrate an appropriate level of assertiveness in performing work responsibilities under extreme deadlines

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy  

As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role. 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $60,200 - $107,400 annually based on full-time employment. We comply with all minimum wage laws as applicable. 

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.

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