Join the UnitedHealth Group Team as a Customer Service Representative Lead - Remote
We are excited to announce an exceptional career opportunity for a highly skilled and motivated Customer Service Representative Lead to join our team remotely. As a key member of our customer service team, you will play a vital role in delivering outstanding service to our customers, driving patient satisfaction, and advancing health equity on a global scale. At UnitedHealth Group, we offer a dynamic work environment, comprehensive benefits, and unparalleled career growth opportunities.
About UnitedHealth Group
UnitedHealth Group is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Summary
As a Customer Service Representative Lead - Remote, you will serve as a primary resource for agents, supporting Call Center Supervisors and Managers in ensuring the department operates efficiently and effectively. You will be responsible for providing exceptional customer service, training and coaching agents, and resolving conflicts on the team. This is a full-time position that requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 5:00 pm, Monday - Friday.
Key Responsibilities
- Acts as a primary resource for handling staff inquiries 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
Requirements
Essential Qualifications
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR Older
- Minimum 1 year 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 provide 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 8:00 am - 5:00 pm, 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
What We Offer
Compensation and Benefits
We offer a competitive salary, comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this position is $19.47 - $38.08 per hour, depending on location, experience, and qualifications.
Career Growth Opportunities
At UnitedHealth Group, we are committed to the growth and development of our employees. We offer comprehensive training programs, mentorship opportunities, and career advancement possibilities. As a Customer Service Representative Lead, you will have the opportunity to develop your leadership skills, expand your knowledge of the healthcare industry, and take on new challenges.
Work Environment and Culture
Our company culture is guided by diversity and inclusion, and we strive to create a work environment that is engaging, supportive, and rewarding. We offer flexible work arrangements, including remote work options, and a variety of employee resource groups to promote connection and community.
How to Apply
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our website. We look forward to reviewing your application and discussing this exceptional career opportunity further.
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