Bilingual English and Spanish Patient Support Center Supervisor – Remote in Rialto, CA

Job title: Bilingual English and Spanish Patient Support Center Supervisor – Remote in Rialto, CA

Company: UnitedHealth Group

Job description: Cuando se trata de salir adelante y tienes la voluntad de ganar, vamos a llamarlo gran potencial de carrera! Imagine being able to get answers to your health plan questions from someone who speaks the same language as you do. Or, the opposite, not being able to get the answers. At UnitedHealth Group, we want our customers to get those answers by speaking to one of our Bilingual Representatives. If you’re fluent in English and Spanish, we can show you how to put all of your skills, your passions and your energy to work in a fast – growing environment.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.Position on this function is responsible for supervising the 24-hour / 7-days-a-week / 365-days-a-year operations and activities of the Patient Support Center to meet the department’s customer service and patient satisfaction standards. This position has 24-hour accountability of the non-clinical operations unit within the Patient Support Center.This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am – 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime and holidays. Our office is located at: 1851 N Riverside Rialto, CA 92376.We offer weeks of on-the-job training. The hours of training will be 8:00 am – 5:00 pm PST.If you are located within 30 miles from 1851 N Riverside Rialto, CA 92376, you will have the flexibility to work remotely* as you take on some tough challenges.Primary Responsibilities:

  • Consistently exhibits behavior and communication skills that demonstrate HealthCare
  • Partners’ (PMG) commitment to superior customer service, including quality, care and concern with each internal and external customer
  • Performs all duties of a Patient Support Center Representative, Lead when required
  • Supervises the daily operations of the department including all workflows, turnaround times, production levels and staffing schedules on a daily and monthly basis, within budgetary and business planning guidelines
  • Utilizes Optum Partners (PMG) systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals
  • Assures coverage of all shifts as required. Develops and approves staff work schedules
  • Takes escalated calls as well as high priority and difficult cases
  • Translates oral information into concise and accurate written documentation
  • Manages own work queues. Monitors and oversees staff work queues
  • Drafts policies and procedures and documents the work processes as required. Drafts revisions of policies and procedures as required. Works with management team for approval of all P&Ps
  • Ensures adherence to triage and pharmacy protocols as well as departmental and company policies and procedures
  • Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures
  • Establishes and maintains effective working relationships with other Optum Partners (PMG) departments
  • Prepares and presents reports to department management
  • Oversight of all timecards, PIP’s, and suggest corrective action plans for our employees and trainees
  • Presents information formally and informally to educationally and culturally diverse groups
  • Represents department in company projects
  • Mentor, coach and motivate staff. Monitors and evaluates departmental and staff performance and administers staff evaluations
  • Recommend staffing adjustments based upon productivity and ACD Reports
  • Participates in the recruitment and hiring of staff
  • Always demonstrates customer service-oriented behavior
  • Uses, protects, and discloses PMG patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  • Is available to participate in supervisory coverage for all PMG recognized holidays and weekend coverage
  • Full oversight for the Self Insured and High-Deductible team assignments and daily workflows
  • Performs additional duties as assigned

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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
  • Must be 18 years of age OR older
  • 3+ years of customer service experience
  • 1+ years of supervisory experience
  • Computer literate
  • Proficiency in Microsoft office applications (Microsoft Word, Microsoft Excel)
  • Ability to type at the speed of 35-40 WPM (words per minute)
  • Ability to work in rotating shifts (rotate holidays)
  • Bilingual fluency in English and Spanish
  • Ability to travel at least 10% of the time
  • Attend onsite meetings as required at 1851 N Riverside Rialto, CA 92376 location
  • Ability to work between the hours of 8:00 am – 5:00 pm PST from Monday – Friday including the flexibility to work occasional overtime based on business need

Preferred Qualifications:

  • 3+ years of call center supervisory experience
  • ACD telephone experience

Telecommuting Requirements:

  • Reside within 30 miles from 1851 N Riverside Rialto, CA 92376
  • 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 multi-task and work as a team player
  • Ability to maintain composure in a challenging situation
  • Active listening skills
  • Written communication skills
  • Verbal communication skills in person and on the phone
  • Good command of the English language
  • Customer service-oriented

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyPay 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 $48,700 – $87,000 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.#RPO #RED

Expected salary: $48700 – 87000 per year

Location: Rialto, CA

Job date: Sat, 05 Jul 2025 22:38:37 GMT

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