3 hours
2018-08-142018-09-12

Traffic Workforce Representative - Tampa, FL or Norristown, PA

UnitedHealth Group
Tampa, FL
  • Job Code
    775710
775710 Traffic Workforce Representative Tampa FL or Norristown PA

Traffic Workforce Representative - Tampa, FL or Norristown, PA (775710)

Position Description

Healthcare isn’t just changing. It’s growing more complex every day. ICD-10 Coding replaces ICD-9. Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that’s what fueled these exciting new opportunities.

Who are we? Optum360. We’re a dynamic new partnership formed by Quest and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we’ll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.

If you’re looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It’s an opportunity to do your life’s best work.


Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group. Here’s where you come in. With the goal of ensuring the highest quality of operations and services, you’ll be responsible for all scheduling, call volume monitoring and adjustments. You’ll help determine and communicate work schedules and assign resources for various call queues and interface with site leaders to ensure adequate staff, contingency plans and workflow monitoring. This is no small opportunity.

This role is equally challenging and rewarding. You’ll need to ensure consistent methodologies are followed to maintain quality and support the preparation of ad hoc analysis that enables strong understanding of the business. You’ll also create all production based reporting and ensure achievement of all metrics for telephone quality assurance.

Primary Responsibilities:
  • Use workforce management software and call volume history to help manage daily staffing levels and to determine the most effective methods for staffing adjustments
  • Utilize call center tools to observe agents’ actual state compared to scheduled state
  • Manage real-time inbound call traffic to help ensure that service levels are met
  • Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management
  • Prepare and maintain reports, dashboards and monthly packages
Required Qualifications:
  • High School Diploma / GED (or higher)
  • 1+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc.)
  • 1+ years of experience with workforce systems such as Avaya, CMS, and Community
  • 1+ years of experience with Microsoft Excel (create / update spreadsheets, formulas, pivot tables, link worksheets together)
  • 1+ years of experience with Microsoft Access (import / export data to Excel, maintain / update data tables)
  • Ability to work a flexible schedule between 7:00 am - 6:00 pm Monday-Friday
Preferred Qualifications:
  • Bachelor's Degree (or higher)
  • Operations experience
Careers with Optum360. At Optum360, we're on the forefront of health care innovation. With health care costs and compliance pressures increasing every day, our employees are committed to making the financial side more efficient, transferable and sustainable for everyone. We're part of the Optum and UnitedHealth Group family of companies, making us part of a global effort to improve lives through better health care. In other words, it's a great time to be part of the Optum360 team. Take a closer look now and discover why a career here could be the start to doing your life's best work.

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.

Keywords: customer service representative, customer service, CSR, UnitedHealth Group, call center, UnitedHealthcare, Optum, Provider Services, health care, office, phone support, analyze, excel, reporting, report, call queue, forecast, workflow

Job Details

  • Contest Number775710
  • Job TitleTraffic Workforce Representative - Tampa, FL or Norristown, PA
  • Job FamilyCustomer Services
  • Business SegmentOptumInsight

Job Location Information

  • Tampa, FL
    United States
    North America
  • Other LocationsNorristown, PA

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusNon-exempt

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Traffic Workforce Representative - Tampa, FL or Norristown, PA

UnitedHealth Group
Tampa, FL

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UnitedHealth Group
Tampa, FL

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