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.
