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Customer Service Representative Lead - Westerville, OH

01/15/2019Call Center
Job Location:
Westerville, OH
Metro Area:
OH - Columbus
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's challenging. And addressing the challenges is being led by companies like UnitedHealth Group. Now, you can take advantage of some of the best training and tools in the world to help serve our members. You'll handle 50-70 calls per shift, always remembering to bring compassion and a sense of engagement to enhance the customer experience.  This role is equally challenging and rewarding. You'll interact with customers continuously by phone and in writing. Within a high-volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers. Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries. Primary Responsibilities:Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialistsMonitor delegated customer service issues to ensure timely and accurate resolutionUse appropriate communication techniques when responding to customers, particularly in stressful situationsInform and educate new customers regarding billing/invoicing set up and billing/payment proceduresPlace outgoing phone calls to complete follow-up on customer service requests as necessaryApply knowledge/skills to complex activitiesDemonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own functionOften acts as a technical resource to others in own functionAnticipate customer needs and proactively identifies solutionsSolve complex problems on own; proactively identifies new solutions to problemsPlan, prioritize, organize and complete works to meet established objectivesAct as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own functionDemonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies)Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issueIdentify and coordinate internal resources across multiple departments to address client situations and escalate to appropriate resources as neededProactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers)Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, knowledge bases, product manuals, SharePoint)Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays)Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies)Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)


Required Qualifications: High School Diploma / GED (or higher) 3+ years of customer service experience analyzing and solving customer problems OR 3+ 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.Soft Skills:Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each productDemonstrated ability in customer service problem resolution and relationship building.OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do. If you're ready to talk about groundbreaking interactions, let's talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let's talk about smart, motivated teams. Let's talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We're doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation and performance.  Join us and start doing your life’s best work.SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.Keywords: Call Center, Customer Service, escalation, health insurance, UnitedHealth Group, UHG, Optum
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