For those who want to invent the future of health care, here's your opportunity. We're going beyond basic care to health programs integrated across the entire continuum of care. Join us to start Caring. Connecting. Growing together.

If you are located in Torrance, CA, you will have the flexibility to Work from home and the office in this hybrid role* as you take on some tough challenges.

Primary Responsibilities:

• Ensures customer satisfaction metrics are met for all contact center training programs

• Prepares and maintains training content to coordinate, develop, design, and maintain team and individual training materials specifically for the contact center end-user

• Organizes training programs designed to give newly hired employees the skills to be successful in the role, including systems and customer service soft skills, as well as department processes and procedures

• Coordinates training of end-users for new system releases, department procedures/processes, and new workflows as needed

• Works closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement

• Monitors agent interactions to ensure quality service and adherence to approved scripting, as well as the accuracy of information call handling standards and the patient experience

• Provides Team Leads and Managers with regular agent performance feedback, and when necessary, coach agents and provide feedback directly to fill performance gaps found in audits

• Supports and suggests improvements/recommendations to meet the highest level of patient experience

• Performs other 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:

• Bachelor’s degree in a related discipline or field of study and/or equivalent experience (Training, Development & Quality Assurance)

• 3+ years of call center experience in the health care space in training, operations, or quality assurance capacity (i.e., hands on experience developing/delivering training programs)

• Experience as a Quality Assurance Analyst, and directly working with service reps, Team Leaders, and Management

• Proven excellent knowledge of customer service best practices

• Proven solid teaching abilities and mentoring skills

• Proven good communication, interpersonal, and conflict resolution skills

• Demonstrated ability to provide leadership to personnel in a fast-paced environment

• Proven familiarity with training Contact Center Software and Electronic Health Record Software is a bonus

• Proven familiarity with Salesforce

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

California Residents Only: The hourly range for California residents is $23.22 to $45.43 per hour. 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.

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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