Contact Center Team Lead (NYCHH) - San Juan, PR

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 SME/Team Lead is responsible for working with the site Supervisors to execute on daily plans to drive performance from the Agents/Representatives. The SME will be actively engaged side by side with the Agents/Representatives providing coaching guidance real time as well as facilitating coaching calibrations in one-on-one and group settings. They are responsible to be the voice of the Agents/Representative to the Supervisors and collaborate with the Supervisors to instill the Optum culture in a team that is focused and motivated. 

Primary Responsibilities: 

• Problem resolution of customer issues and to communicate resolution to appropriate parties
• Available, as scheduled, to respond to calls from customers regarding claims payments, benefits, eligibility, and certification issues
• Investigate issues and document steps taken to achieve resolution
• Handle and resolve escalated issues when appropriate
• Meet departmental standards for production and quality
• Meet departmental standards for schedule adherence
• Participate in training and self-development opportunities when appropriate
• Demonstrate a cooperative, positive attitude in the workplace
• Demonstrate a basic knowledge of managed healthcare and claims
• Other duties may apply 

***ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION*** 

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:

• 6+ months of experience supporting business operations (new hire support, training, special projects)
• 1+ years of Call Center or Customer Service experience
• Computer expertise (ability to navigate folders, documents, internet-based applications, etc.)
• Proficient in MS Office with solid computer skills (e.g., multiple systems experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel, MPP, Microsoft Project, OneNote)
• Proven internal compliance wording 
• Ability to commit to a 40-hour workweek during standard business operating hours, Monday through Friday, between 7:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, occasional overtime - including weekends, holidays, or shifts outside the stated hours-may be required.
• Bilingual Spanish and English 

Preferred Qualifications:

• Experience as a SME, Team Lead, Trainer or Supervisor

• Experience working in a hospital, physician's office or medical clinic setting

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.