Requisition Number: 2344103 Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The Workforce Real Time Coordinator (RTC) monitors workload and makes adjustments to load balance through work peaks and valleys on a real time basis. The RTC assesses and processes ad hoc requests for time away from scheduled functions and partners with production leadership to ensure appropriate coverage is maintained at all times to ensure service levels and response time objectives are met. The RTC makes adjustments and recommendations for optimizing schedules to maximize service and quality. This position requires the ability to multitask, strong attention to detail and the ability to work independently. Excellent communication and collaboration skills are necessary to be successful in this role. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 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: Preferred Qualification: 6+ months of experience with Calabrio workforce management system *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy 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 hourly pay for this role will range from $17.98 to $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 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. OptumCare 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. OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

• Transform the contact center into a patient advocacy center • Develop and implement service standards prioritizing empathy and patient ease • Advocate for the patient voice in meetings using data for improvements • Drive KPIs including Abandonment Rate and Patient Satisfaction • Integrate newly acquired practices into the centralized contact center • Manage departmental P&L focusing on cost-per-interaction • Oversee a hybrid workforce, providing mentorship and training • Implement a rigorous QA program using AI-driven tools • Lead optimization of communication platforms and AI-driven tools

• Communicate via telephone calls (Outbound and potential inbound calls) with customers and potential owners to sell preview package sales/tours, including explaining the opportunities available and answering questions. • Verify that individuals meet eligibility requirements for preview package sales/tours prior to scheduling a tour for an HVC property. • Encourage guests or callers to purchase or schedule preview package sales/tours. • Explain details and requirements related to attending a sales presentation to potential owners. • Check the availability of accommodations and dates, including finding alternative dates or options if the first choice is not available. • Interact with colleagues and guests professionally and promptly. • Contribute to team goals. • Maintain confidentiality of proprietary materials and information. • Always follow company policies and safety procedures.

• Answer inbound calls and provide courteous, accurate, and efficient customer service. • Follow established quality and compliance standards for every interaction. • Verify caller identity and ensure all security and confidentiality procedures are followed. • Access and review program details using internal systems to answer inquiries within program guidelines. • Communicate clear and accurate information in every interaction. • Provide knowledgeable responses to general client questions; escalate complex cases as needed. • Document all interactions accurately in the system and follow up on pending inquiries. • Meet or exceed productivity and service-level agreements (SLAs). • Collaborate with team members, management, and clients to resolve issues effectively. • Recommend improvements to processes or workflows to enhance efficiency.