Customer Service Representative Lead - Remote Opportunity at UnitedHealth Group - Optum: Shaping the Future of Healthcare through Exceptional Patient Experience

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.

Telecommuting Requirements: Working Remotely with Flexibility

As a remote role, you'll need to meet certain requirements to ensure a productive and secure work environment:

• Reside within the Las Vegas, NV area (2716 N TENAYA WAY), ensuring proximity to the company's location.
• Maintain a dedicated work area that is secure, private, and free from distractions.
• Have access to a high-speed internet connection, facilitating seamless communication and data transfer.

What We Offer: A Comprehensive Benefits Package and Opportunities for Growth

At UnitedHealth Group, we believe in rewarding our employees for their hard work and dedication. As a Customer Service Representative Lead - Remote, you'll be eligible for:

• A competitive salary, with an hourly range of $19.47 - $38.08 per hour, based on experience and qualifications.
• A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.
• Opportunities for career growth and development, with a focus on promoting from within.
• 8-10 weeks of on-the-job training, providing a comprehensive introduction to the role and our operations.

Our Culture: Diversity, Inclusion, and a Commitment to Health Equity

At UnitedHealth Group, we're committed to creating a culture that values diversity, inclusion, and health equity. We believe that everyone deserves access to quality healthcare, regardless of their background or socioeconomic status. As a member of our team, you'll be part of a dynamic and inclusive environment that fosters collaboration, innovation, and a passion for improving health outcomes.

Ready to Apply?

If you're a motivated and compassionate individual looking to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. As a Customer Service Representative Lead - Remote, you'll play a critical role in shaping the future of healthcare and improving patient experiences. Join our team today and start making a meaningful impact!

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