Customer Service Representative Lead – Remote in Las Vegas, NV

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

The Team Lead supports the Call Center Supervisors and Managers and acts as a primary resource for agents who are responsible for representing the SMA provider’s office through telephonic communication consisting of both inbound and outbound calls, scheduling appointments, and providing general customer service to callers as needed. Will assist the Call Center management in ensuring the department operates efficiently and creates an atmosphere focused on delivering high quality customer service and maintaining patient satisfaction.

This position is full-time. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 8-10 weeks of on-the-job training. The hours during training will be an 8-hour shift between 8:00am to 5:00pm, Monday – Friday.

If you are located in 2716 N Tenaya Way, Las Vegas, NV, you will have the flexibility to work remotely* as you take on some tough challenges.

 

Primary Responsibilities:

• Acts as a primary resource for handling staff inquires regarding policies and procedures.
• Communicate procedural changes and guidelines to department staff.
• Work with Supervisors to sustain high associate morale and motivation.
• Execute customer service utilizing a professional tone and manner.
• Training: Identify and assess talent for potential peer trainers. Conduct training for newly appointed peer trainers.
• Accuracy:  Acquire no more than 6 scheduling errors in the calendar year. Remain accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ.
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management.
• Receive and process STAT priority referrals.
• Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics.
• Perform other duties as assigned.

 

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:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR Older
• Minimum 1+ years of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts and ImpactMD
• Knowledge of MS Office is required with emphasis on Excel
• Able to excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently, and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc
• Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime or weekends

 

Preferred Qualifications:

• Medical Terminology
• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

 

Telecommuting Requirements: 

• Reside within 2716 N TENAYA WAY Las Vegas, NV
• 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

 

Physical and Work Environment:

• Normal Call Center environment with heavy phone and computer usage
• Moderate standing and walking

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

Nevada Residents Only: The hourly range for this is $19.47 – $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

 

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.

 

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.

 

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