Introduction to Our Company
At UnitedHealth Group, we are dedicated to delivering high-quality care and services that improve the lives of millions of people worldwide. Our organization is built on a foundation of diversity, inclusion, and a commitment to advancing health equity on a global scale. We believe that everyone deserves the opportunity to live their healthiest life, and we are passionate about creating a work environment that is supportive, inclusive, and empowering for all our employees.
About the Role
We are seeking an experienced and compassionate Customer Service Representative Lead to join our team in a remote work capacity. As a Customer Service Representative Lead, you will play a vital role in delivering exceptional customer experiences to our clients, providing support and guidance to our team members, and contributing to the overall success of our organization. If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity.
Key Responsibilities
As a Customer Service Representative Lead, your primary responsibilities will include:
- Serving as a resource or Subject Matter Expert (SME) for other team members or internal customers, providing guidance and support to ensure seamless customer experiences.
- Handling escalated calls and resolving complex customer issues in a timely and professional manner, ensuring that all customers receive the support and guidance they need.
- Answering incoming phone calls from customers, identifying their needs, and providing personalized support and solutions to address their concerns.
- Asking appropriate questions, listening actively, and documenting required information in computer systems to ensure that all customer interactions are accurately recorded and followed up on.
- Intervening with care providers (doctor's offices) on behalf of customers to assist with appointment scheduling or connections with internal specialists for assistance when needed.
- Assisting customers in navigating UnitedHealth Group websites, encouraging and reassuring them to become self-sufficient, and providing education and support to help them make informed decisions about their health and well-being.
- Researching complex issues across multiple databases, working with support resources to resolve customer issues, and partnering with others to resolve escalated issues in a timely and effective manner.
- Providing education and status on previously submitted pre-authorizations or pre-determination requests, ensuring that customers are informed and up-to-date on the status of their requests.
- Meeting performance goals established for the position in areas such as efficiency, call quality, provider satisfaction, first call resolution, and attendance, and continually striving to improve and exceed these goals.
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma or equivalent
- Must be 18 years of age or older
- First Call Resolution experience, with a proven track record of resolving customer issues in a timely and professional manner.
- 9 months of previous call center experience, with a strong understanding of customer service principles and practices.
- 2 years of customer service experience analyzing and solving customer problems, or 2 years of experience in an office setting environment using the telephone and computer as primary instruments to perform job duties.
- Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
- Ability to work full-time, Monday - Friday, with flexibility to work an 8-hour shift during the hours of 6:00am - 6:00pm MST, and mandatory overtime during peak season (first few weeks of January) and based on business need and weekends.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- 1 year of Customer Service Representative (CSR) experience, or 1 year of experience in an office setting, call center setting, or phone support role.
Telecommuting Requirements
To be eligible for this remote work opportunity, you must:
- Reside within Draper, UT, Cypress, CA, or Tampa, FL
- Have a dedicated work area established that is separated from other living areas and provides information privacy.
- Have a reliable high-speed internet connection, or be able to leverage an existing high-speed internet service.
- Be able to keep all company-sensitive documents secure (if applicable).
Soft Skills
To succeed in this role, you will need to possess the following soft skills:
- Ability to multi-task duties, as well as understand multiple products and multiple levels of benefits within each product.
- Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with flexibility to adjust daily schedule, and work overtime and/or weekends, as needed.
- Strong communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and other stakeholders.
Career Growth Opportunities and Learning Benefits
At UnitedHealth Group, we are committed to supporting the career growth and development of our employees. As a Customer Service Representative Lead, you will have access to a range of training and development opportunities, including:
- 5-6 weeks of paid training, with ongoing coaching and support to help you succeed in your role.
- Opportunities for career advancement, with a clear path for progression and growth within the company.
- Access to a range of learning and development resources, including online courses, workshops, and conferences.
- A supportive and inclusive work environment, with a strong focus on diversity, equity, and inclusion.
Work Environment and Company Culture
At UnitedHealth Group, we are proud of our company culture, which is built on a foundation of respect, empathy, and inclusivity. As a Customer Service Representative Lead, you will be part of a dynamic and supportive team, with a strong focus on collaboration, innovation, and customer satisfaction. Our company culture is characterized by:
- A commitment to diversity, equity, and inclusion, with a strong focus on creating a work environment that is welcoming and inclusive for all employees.
- A supportive and collaborative team environment, with a strong focus on teamwork, communication, and mutual respect.
- A culture of innovation and continuous improvement, with a strong focus on finding new and better ways to deliver high-quality customer experiences.
- A range of employee benefits and perks, including comprehensive health insurance, retirement savings plans, and employee recognition programs.
Compensation, Perks, and Benefits
As a Customer Service Representative Lead, you will be eligible for a range of compensation, perks, and benefits, including:
- A competitive salary, with opportunities for bonuses and incentives based on performance.
- A comprehensive benefits package, including health insurance, retirement savings plans, and employee recognition programs.
- Access to a range of employee perks, including flexible work arrangements, employee discounts, and wellness programs.
- Opportunities for career advancement, with a clear path for progression and growth within the company.
Conclusion
If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. As a Customer Service Representative Lead, you will play a vital role in delivering exceptional customer experiences, supporting our team members, and contributing to the overall success of our organization. With a range of career growth opportunities, learning benefits, and employee perks, this is an opportunity not to be missed. Apply now to join our team and start making a difference in the lives of our customers!
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