LPN Supervisor - Remote

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 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. Schedule: Monday - Friday 8 hour work day between the hours of 7:00 a.m. - 8:00 p.m. CST. You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

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 Responsible for 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