Lead Customer Service Representative

UnitedHealth Group is a global organization that delivers care aided by technology to help millions of people live healthier lives. As a Lead Customer Service Representative, you will support your team by providing coaching and guidance, handling escalations, and ensuring excellent customer service experiences. Your role will involve regular interactions with clients and managing performance metrics to enhance service delivery.

Responsibilities:

• 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

Requirements:

• 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 (create correspondence and work within templates), Microsoft Excel (data entry, sort / filter, and work within tables) and Microsoft Outlook (email and calendar management)
• Experience with computers and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 11:00pm EST. It may be necessary, given the business need, it will require to work some holidays. There are peak seasons during which PTO blackout dates apply (First 2 weeks in January and in April) and possibly have to work mandatory overtime
• 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.)