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UnitedHealth Group Licensed Healthcare Supervisor - San Juan, PR in San Juan, Puerto Rico

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Positions in this function provide sales support and administrative services to non-employee sales producers such as broker agents, field marketing organizations, and independent contract agents. Ensures proper completion of contracts, marketing agreements, and documentation of sales targets. May administer programs and monitoring to ensure compliance with external agent credentialling and training requirements. Acts as internal liaison and customer service resource for external producers relative to enrollment and policy questions, systems issues, and coordination of materials fulfillment. As one aspect of broader support role, may manage administrative aspects of commission payments such as routine tracking, reporting, and troubleshooting issues relative to missing or disputed payments.

Primary Responsibilities:

  • New-hire Supervisors are expected to provide support to learners and production Agents/Representatives

  • Analyze daily reporting to identify areas of opportunity and managing their day to day focus on coaching to these opportunities

  • Manage the day-to-day activities of Agents/Representatives

  • Effectively direct and utilize the site coaches to drive sales performance improvement within the site

  • Coach and update Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.

  • Drive high-performance sales, compliance and consumer experience standards and outcomes

  • Recommend changes when necessary

  • Assist in implementation of new processes

  • Collaborate actively and fully with UHS onsite and offsite staff

  • Direct Coaches activities to drive positive performance within the team

  • Update team stat boards on an hourly basis

  • Complete Sales Efficiency Call Evaluation Forms

  • Complete Group Sales Efficiency Call Evaluation Forms (if applicable)

  • Responding to group escalations (if applicable)

  • Completing UES/NPS documentation and coaching

  • Communication as outlined in the Sup/Coach training and associated SOP

  • Overall alignment to the Franchise model as outlined in the Sup/Coach training

  • Group Retiree Specific Requirement: Coaches will act as the first level of troubleshooting and verification of agent/representative reported issues with Group Resources

  • Other duties may apply

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work our normal business hours of 9:00am – 12:00am AST. It may be necessary, given the business need, to work occasional overtime or weekends. We have 2 different locations in the metropolitan area. (This position can be located in any of those locations)


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:

  • Associate degree or higher degree completed

  • Active Health & Life Insurance License for Puerto Rico (Disability, Health Services, Life)

  • Ability to obtain additional insurance licenses if required by business

  • 1+ years of experience as a supervisor or team lead (Experience in team interactions and improvement methods as coaching, quality, productivity)

  • 1+ years of Call Center /Customer Service experience

  • 1+ years of sales experience

  • Proficiency with Windows PC applications: Microsoft Word (create and edit documents), Microsoft Excel (create, sort, and edit data in spreadsheets), Microsoft Outlook (email and calendar management), which includes the ability to navigate a computer while on the phone

  • Ability to work 40 hours / week during standard business operating hours Monday - Friday from 9am – 12am

  • Bilingual Spanish / English

  • You will be asked to perform this role in an office setting or other company location.

  • Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained.

Preferred Qualifications:

  • Insurance Healthcare US License

  • Bachelor’s Degree

  • Telemarketing experience

  • Healthcare Background

  • Medicare & Retirement experience

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.

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

Job Keywords: TeleSales Supervisor, TeleMarketing Service Supervisor, Health Insurance Supervisor, Sales, M&R, Leadership, San Juan, Puerto Rico, PR