Part Time Lead Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Lead Customer Service Representative will coordinate daily support operations, primarily acting as a Patient Service Representative while also providing leadership and ensuring departmental workflow quality.

Responsibilities:

• Exhibits high level of technical skill and functions as resource for other clinical and / OR administrative support members
• Taking upwards of 80-100 incoming calls per shift
• Performs mainly as a Patient Service Representative with additional leadership responsibilities
• Helps ensures appropriate coverage in the event of an unplanned absence
• Will need to be cross-trained for the PD Telecom Department as needed
• Implements operational procedures in accordance with established guidelines. May recommend minor modifications to standard procedures
• Directs support to staff to assure departmental effectiveness and efficiency. Guides staff understanding of current workflow and ensures workflow are implemented correctly
• Suggests changes in standard work when there is an observed need
• Provides input into performance reviews
• May assist with monitoring of phone performance and service observations. May require knowledge of phone reporting systems and protocols
• May act as point of contact for patient inquiries, problems and complaints. Refers complex issues to appropriate resources
• Oversees routine data and information flow for the unit and notifies supervisor of any deviations
• May assist in orientation of new PSR / staff, including telephone use, standard workflows, and medical records system
• May collect data for use in the management decision-making process. Completes standard reports required for the management of the unit
• May act as supervisor in absence of actual supervisor
• Performs other duties as assigned

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 3+ years experience in a customer service role
• Experience working in a healthcare office setting
• 2+ years experience in a high volume call center
• Proficient in Microsoft Office applications
• Knowledge of medical terminology
• Must be able to work weekends
• Ability to work part time (20 hours / week) during our normal business hours of 7:30 am - 6:00 pm (10 hour shift, 30 minutes lunch break), Saturday - Sunday
• Experience with electronic medical records systems (EPIC)