Customer Service Representative Lead - Remote in Multiple Locations

About the position

As a Customer Service Representative Lead at UnitedHealth Group, you will play a crucial role in delivering exceptional customer service to callers seeking assistance with their healthcare needs. This position involves handling escalated calls, serving as a resource for team members, and ensuring that customer expectations are met through effective communication and problem-solving. You will work in a supportive environment that values diversity and inclusion, contributing to the overall mission of improving health outcomes for communities.

Responsibilities
• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
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• Handle escalated calls, resolving more complex customer issues in a one and done manner
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• Answer incoming phone calls from customers and identify the type of assistance the customer needs
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• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
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• Intervene with care providers on behalf of the customer to assist with appointment scheduling or connections with internal specialists
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• Assist customers in navigating UnitedHealth Group websites and encourage them to become self-sufficient
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• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up
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• Research complex issues across multiple databases and work with support resources to resolve customer issues
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• Provide education and status on previously submitted pre-authorizations or pre-determination requests
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• Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance

Requirements
• High School Diploma / GED
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• Must be 18 years of age OR older
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• First Call Resolution experience
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• 9+ months of previous call center experience
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• 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
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• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
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• Ability to work full-time, Monday - Friday, with flexibility to work an 8-hour shift during the hours of 6:00am - 6:00pm MST

Nice-to-haves
• 1+ years Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting or phone support role

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

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