Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.Join us to start Caring. Connecting. Growing together.
The Provider Relations Support Supervisor is responsible for directly managing and mentoring the Provider Relations Support (PRS) Team while overseeing the daily operations of the access center. This role drives team performance, service quality, and operational effectiveness through hands‑on leadership, performance monitoring, data analysis, and continuous improvement initiatives. The Supervisor partners closely with department leadership to develop staff, enhance the provider and borrower experience, manage escalations, and support organizational goals through effective training, reporting, and process optimization. This position serves as a key escalation point and strategic contributor, ensuring consistent achievement of performance metrics, engagement, and service excellence across the team.
Primary Responsibilities:
- Directly supervises, coaches, and develops a team of 6-8 Provider Relations Support agents, with an emphasis on performance consistency, quality improvement, engagement, and long-term professional growth
- Oversees daily access center staffing and workflow to ensure service level adherence, productivity expectations, and quality standards are consistently met
- Conducts regular call monitoring and performance evaluations; delivers timely, data-informed coaching, feedback, and corrective action when needed
- Serves as the primary escalation point for complex provider or borrower issues, supporting agents while modeling effective communication, decision-making, and problem-solving
- Facilitates team meetings, trainings, and development discussions to reinforce expectations, communicate performance results, and promote accountability and engagement
- Champions employee engagement, recognition, and morale initiatives that foster collaboration, ownership, and a high-performance culture
- Partners with department leadership on hiring decisions, onboarding, scheduling, performance management, and workforce planning for assigned staff
- Designs, implements, and maintains an ongoing, continuous training program to improve agent skill development, quality outcomes, and the provider and borrower experience
- Develops and maintains a structured workforce management reporting and monitoring framework to identify operational trends, staffing gaps, capacity needs, hiring forecasts, and scheduling considerations
- Analyzes dashboards, performance metrics, and trend data to identify gaps, training needs, staffing requirements, and process improvement opportunities; translates insights into actionable recommendations for leadership
- Leads the implementation and full utilization of Balto, ensuring it supports real-time agent guidance, quality assurance standards, performance monitoring, and training effectiveness
- Develops, prepares, and delivers leadership-focused performance, quality, training, and workforce reports that demonstrate operational outcomes, improvement impact, and team progression
- Drives continuous improvement initiatives by designing and executing processes that enhance operational readiness, service quality, and the overall provider and borrower experience
- Composes, evaluates, and delivers training for new and existing staff on systems, procedures, quality standards, and performance expectations
- Maintains awareness of evolving business needs and proactively adjusts training, reporting, and operational processes to support organizational goals.
- Collaborates with department leadership on team- and department-level initiatives informed by data, performance outcomes, and operational insights
- 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:
- High school diploma
- 1+ years of supervisory or team lead experience
- 1+ years of experience providing customer service over the phone
- Intermediate proficiency in MS Word, PowerPoint, Excel and Access
Preferred Qualifications:
- Undergraduate degree
- 2+ years of provider relations experience
- Knowledge of the financial services industry preferred
Soft Skills:
- Exceptional presentation, written and verbal communication skills
- Strong supervisory and leadership skills
- Ability to work in a fast-paced environment
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Ability to meet service levels to maintain quality standards
- Strong analytical and problem-solving skills
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 $49,700 - $88,800 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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