Lead Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Customer Service Representative Lead, you'll support team members by serving as a subject matter expert, handle escalated calls, and work closely with account management to ensure customer satisfaction.

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.)