Lead Customer Service Representative

This position is Remote in Mainland, USA. You will have the flexibility to work remotely* as you take on some tough challenges.

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.

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

We offer 4 weeks of on-the-job training. The hours of training will be aligned with your schedule.

  

Primary Responsibilities:

• Manage phone metrics and ensure both your own performance and the team’s call handling meet expectations, with a strong focus on first call resolution
• Ensure best practices are followed to handle patient concerns. 
• Work well with peers and be able to lead a team to successfully meet metrics given
• Must be able to multi-task and ensure all deliverables are met timely
• Ability to teach direct reports the functionality of the operating systems and Telephony platform.
• Needs to be technically savvy and be able to lead the team on new and improved tools for better outcomes
• Ability to research issues and provide guidance and feedback to the team to assist in resolving complex scheduling issues and customer complaints to ensure all steps are followed for full resolution
• Develop and cross train the team
• Must have excellent written and oral communication skills
• Candidate must have excellent follow up skills
• You will leverage your skills and have the ability to:
• Multi-task and work independently and as part of a team
• Demonstrate excellent communication, organization and problem solving
• Adapt to change in a fast-paced environment
• Joining a cross functional focused team with many opportunities for cross-training and skill / career development

  

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
• Must be 18 years of age OR older
• Patient access scheduling experience 
• Supervisory, team lead, OR mentor / coaching experience in a call center environment
• Knowledge and experience working in Microsoft applications (Microsoft Word, Microsoft Excel and Microsoft PowerPoint)
• Ability to work between the hours of 8:00 am – 5:00 pm EST from Monday – Friday It may be necessary, given the business need, to work occasional overtime or weekends

  

Telecommuting Requirements: 

• Reside within Mainland USA 
• 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:

• Problem solving and analytical skills
• Ability to handle multiple tasks and meet deadlines within standards
• Adaptable and flexible with the ability to accept, create and manage change
• Interpersonal and communication (including excellent verbal and writing skills)

  

*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 $20.00 – $35.72 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. 

  

  
 
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.