Manager, Care Advocate (Remote in CA)

Crisis Line Supervisor

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 Crisis Line Supervisor plays a critical leadership role in ensuring the effective operation of a 24 / 7 crisis intervention service. This position is responsible for overseeing the daily activities of crisis line staff and volunteers, providing clinical supervision, ensuring adherence to protocols, and maintaining a high standard of care for individuals in emotional distress or experiencing a mental health crisis. The Supervisor supports a trauma-informed, client-centered approach, offering guidance during high-risk situations, debriefing after difficult calls, and fostering a supportive and collaborative team environment. This role also involves training new staff, monitoring performance, and contributing to the continuous improvement of crisis services.

Manages activities of a specific team of Intake Counselors or Care Advocate Clinicians organized by primary shifts. Supervises routine performance and communicates pertinent information to team members. You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. The hours for this role is Saturday 9pm - 7 : 30am and Sunday through Tuesday 6pm - 4 : 30am.

Primary Responsibilities :

• Manages daily operations for afterhours, including weekends
• Meets monthly and / or as needed with Intake Counselors or Access Clinicians
• Monitors and oversees telephone, text, and chat queues, monitors the flow and triage of contacts
• Maintains up-to-date policies and procedures to help the efficiency of the line
• Disperses current information for team regarding new clinical requirements, procedures, policies, etc.
• Actively participates in training and hiring of new staff
• Assist in recruitment, onboarding, and training of new crisis line personnel
• Maintain accurate documentation and reports related to call activity and staff performance
• Collaborate with leadership to enhance service delivery and implement improvements
• Conduct regular debriefings, groups and supervision sessions to support staff well-being
• Performs telephone intakes, inputs clinical information into case management system
• Provides Access Manager with feedback about team members for use in supervision and evaluation
• Serves as a liaison with other departments
• Available to staff to assist with client calls, texts, and chats requiring additional customer service or clinical expertise
• Accesses and use electronic databases for the recording of clinical information
• Participates in quality assurance initiatives and data reporting
• Adapt to changes and maintain flexibility as processes and policies are implemented to ensure compliance and quality standards are met

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 :

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 salary for this role will range from $89,900 to $160,600 annually 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.