Customer Service Representative Lead - Remote in Multiple Locations

$40,498 - $79,206/Yr

UnitedHealth Group - Tampa, FL

Full-time - Entry Level

Remote - Tampa, FL

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 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
• 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