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Role Description

This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

As a Customer Service Representative Lead, you'll provide support to your team members by serving as a resource or subject matter expert. You will work closely with the account management team on client-facing matters, including handling escalations and addressing knowledge gaps.

• Serve as a SME for other team members by way of coaching and guidance on how to best service key clients
• Engage in regular interactions with Client Management and participate in client-facing opportunities by delivering metrics and materials that provide clear updates on the health and performance of contact center support
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs))
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance
• Other duties/projects as assigned

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 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 the primary instruments to perform job duties
• 1+ years of experience handling escalation calls and effectively troubleshooting issues through to resolution
• 1+ years of call center experience
• First Call Resolution (FCR) experience
• Experience with Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Experience with computers and Windows PC applications
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 11:00pm EST

Requirements

• 3+ years of Customer Service Representative (CSR) experience OR 3+ years of experience in an office setting, call center setting or phone support role
• Intermediate experience with Microsoft Excel (Pivot Tables, VLOOKUP, etc.)

Telecommuting Requirements

• 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

• Ability to multi-task duties as well as the ability to 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

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase and 401k contribution

Application Deadline

This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected.