Lead Customer Service Representative

Requisition Number: 2396624
If you are located within Mainland USA, you will have the flexibility to work remotely* as you take on some tough challenges.
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.
This position is full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 5:30pm EST. It may be necessary, given the business need, to work occasional overtime.
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
  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 any 8-hour shift between 7:00 AM and 5:30 PM EST

Preferred Qualifications:

• Experience working in the dental industry

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:

• Demonstrated problem solving and analytical skills
• Proven ability to handle multiple tasks and meet deadlines within standards
• Adaptable and flexible with the ability to accept, create and manage change
• Excellent interpersonal and communication (including excellent verbal and writing skills)
• Candidate must have excellent follow up 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 salary for this role will range from $20- $36 hourly 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 help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
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