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Customer Service Representative Lead - Remote Opportunity at UnitedHealth Group - Optum: Shaping the Future of Healthcare through Exceptional Patient Experience
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Join the Optum Team: Revolutionizing Healthcare through Technology and Compassion
At Optum, a global organization within UnitedHealth Group, we're on a mission to harness the power of technology and compassion to improve health outcomes for millions worldwide. As a leader in the healthcare industry, we're committed to connecting people with the care, resources, and support they need to live healthier, more fulfilling lives. If you're passionate about making a difference and are looking for a challenging yet rewarding role, we invite you to explore the exciting opportunity to join our team as a Customer Service Representative Lead - Remote.
About the Role: Leading with Excellence in Customer Service
The Customer Service Representative Lead plays a pivotal role in our call center operations, serving as a primary resource for agents and supporting Call Center Supervisors and Managers. This position is not just about leadership; it's about being the heartbeat of our customer service team, ensuring that every interaction with our patients and customers is met with empathy, understanding, and a commitment to excellence. As a remote role based in Las Vegas, NV, you'll have the flexibility to work from home while being an integral part of a dynamic team that's shaping the future of healthcare.
Key Responsibilities: Driving Success through Leadership and Customer Service Excellence
Acts as a primary resource for handling staff inquiries regarding policies and procedures, providing clarity and guidance to ensure seamless operations.
Communicates procedural changes and guidelines to department staff, ensuring that everyone is aligned and informed.
Works closely with Supervisors to maintain high associate morale and motivation, fostering a positive and productive work environment.
Executes customer service with a professional tone and manner, setting the standard for exceptional patient experience.
Identifies and assesses talent for potential peer trainers and conducts training for newly appointed peer trainers, contributing to the growth and development of the team.
Maintains accuracy and efficiency in scheduling and customer interactions, with a focus on achieving key performance metrics.
Facilitates conflict resolution on the team and ensures accurate and timely communication of concerns to management, promoting a culture of transparency and trust.
Receives and processes STAT priority referrals, demonstrating a commitment to urgency and patient care.
Mentors and coaches call center advocates to ensure they meet monthly metrics, providing guidance and support for their success.
Performs other duties as assigned, showcasing flexibility and a willingness to adapt to evolving business needs.
Essential Qualifications: The Foundation for Success
To excel in this role, you'll need a strong foundation in customer service, leadership, and healthcare operations. The ideal candidate will possess:
A High School Diploma / GED OR equivalent work experience, demonstrating a basic level of education and competency.
A minimum of 1+ year of experience in a Healthcare environment, providing a understanding of the industry and its unique challenges.
1 year of experience as a team lead and/or training, showcasing leadership skills and the ability to guide others.
Working knowledge of computerized telephone systems and ACD, highlighting technical proficiency.
Healthcare/Managed Care and/or insurance industry knowledge, providing context and understanding of the business.
Proficiency in MS Office, with an emphasis on Excel, demonstrating administrative and analytical capabilities.
Excellent Customer Service and proper telephone etiquette, reflecting a commitment to patient satisfaction.
Thorough knowledge of state and federal laws that apply to the department, ensuring compliance and regulatory understanding.
Excellent interpersonal, oral, written, communication, and composition skills, facilitating effective collaboration and communication.
The ability to work independently, with confidential information, and maintain a positive attitude, supporting departmental goals and objectives.
Preferred Qualifications: Enhancing Your Application
While not mandatory, the following qualifications can enhance your application and demonstrate a higher level of expertise:
Knowledge of Medical Terminology, CPT, and ICD-10 coding, showcasing a deeper understanding of healthcare concepts.
1 year of experience in a call center environment, highlighting previous experience in a fast-paced customer service setting.
Previous work experience as a team lead, demonstrating proven leadership capabilities.
