Customer Service Representative Lead - Remote in Multiple Locations

$40,498 - $79,206/Yr

UnitedHealth Group - Draper, UT

Full-time - Entry Level

Remote - Draper, UT

Insurance Carriers and Related Activities

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, addressing their needs with compassion and expertise. You will also support your team by serving as a resource and subject matter expert, ensuring that customer expectations are not only met but exceeded. This position involves handling escalated calls, resolving complex issues, and fostering strong relationships with both customers and team members. Your work will directly contribute to improving health outcomes and advancing health equity on a global scale.

Responsibilities

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
• 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
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Intervene with care providers on behalf of the customer to assist with appointment scheduling or connections with internal specialists
• Assist customers in navigating UnitedHealth Group websites and encourage 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
• Research complex issues across multiple databases and work with support resources to resolve customer 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

Requirements

• High School Diploma / GED
• Must be 18 years of age OR older
• First Call Resolution experience
• 9+ months of previous call center experience
• 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
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• 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
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution