Part time Lead Customer Service Representative

Optum is a global healthcare organization that uses technology to help people live healthier lives. The Part-time Lead Customer Service Representative coordinates daily support operations, primarily performs Patient Service Representative duties, handles high-volume patient calls, and provides workflow and staff leadership in a clinical setting.

Responsibilities:

• Exhibits high level of technical skill and functions as resource for other clinical and / OR administrative support members
• Taking upwards of 80 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 Adult 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 of experience in a customer service role
• • 2+ years of experience in a high volume call center
• • Experience working in a healthcare office setting
• • Proficient in Microsoft Office applications
• • Knowledge of medical terminology
• • Must be able to work weekends
• • Ability to work Friday, 5:00 - 9:00 pm and Saturday and Sunday 7:30 am - 4:00 pm EST. Employees must be flexible to work one major and one minor holiday during the year
• • Reside within Massachusetts
• • 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
• • Strong interpersonal skills with the ability to interact effectively with patients and medical professionals required
• • Strong problem solving and complex patient management
• • Strong critical thinking skills
• • Ability to handle escalations
• • Ability to multitask
• • Experience with electronic medical records systems (EPIC)