Customer Service Representative Lead - Remote. Job in Atlanta FOX8 Jobs

  • Job Reference: 425339793-2
  • Date Posted: 17 November 2021
  • Recruiter: UnitedHealth Group
  • Location: Atlanta, Georgia
  • Salary: $17.12 to $30.34 Per Hour
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
At Optum, the mission is clear: Help people live heathier lives and help make the health system work better for everyone
LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well - being of Americans. By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system.
LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on - location services, patient - specific in - clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services.
There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work. SM
Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post - offer acceptance. Failure to obtain this will result in termination from this role.
This position is full - time (40 hours / week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 12.00 pm - 11.00 pm CST Monday - Friday with variable Saturday 7.00am - 5.00pm CST. It may be necessary, given the business need, to work occasional overtime.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Primary Responsibilities:
  • Assist with the administration and monitoring of department's quality service for calls
  • Administer the quality service for e - mail correspondence, trouble - shooting and resolution including reporting and researching error e - mails
  • Assist with prioritizing tasks, providing task updates, completing reports, compiling efficiencies (statistics), and acting as a back - up to a Supervisor in his / her absence. Compilation of morning numbers for priorities
  • Monitor real time center performance
  • Perform agent responsibilities --- complete overflow inbound/outbound calls as needed and utilize customer databases to obtain information
  • Assist in conducting interviews
  • Take calls 50% of scheduled work time
  • Accountable for problem resolution of customer issues and to communicate resolution to appropriate parties
  • Available, as scheduled, to respond to calls
  • Investigate issues and document steps taken to achieve resolution
  • Manage resolution of issues through contact with the appropriate departments to achieve a positive outcome
  • Investigate and handle escalated issues, as required for resolution of customer issues
  • Respond to customers regarding status of formal complaints or appeals
  • Meet departmental standards for production, quality and schedule adherence
  • Participate in training and self - development opportunities when appropriate
  • Demonstrate a cooperative, positive attitude in the workplace
  • Adhere to quality improvement initiatives
  • Own problem / escalated issues through to resolution and ensure timely follow - up with relevant parties
  • Research complex issues across multiple databases and work with support resources to resolve issues
  • Partner with others to resolve escalated issues
  • Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses
  • Launch outbound calls as appropriate
  • Provides targeted coaching to frontline staff as needed and/or requested
  • Serve as an expert by answering questions and accepting escalated calls from the contract group
  • Assist in researching and responding to complex customer calls within current turnaround standards
  • Provides feedback to the team with guidance from the Supervisor
  • Supports new team members to help make a successful transition to the floor
  • Tracks and trends issues from the floor (technical clarification, systems)
  • Makes recommendations on process improvements
  • Accepts inbound calls to ensure continued superior performance with metrics
  • Identifies potential gaps in knowledge based on performance results. Filters feedback and documentation for curriculum revisions to training
  • Works with the Supervisor and team to tackle performance opportunities
  • Executes special projects as required (i.e., audits, project pilots, etc)
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
  • High School Diploma / GED (or higher)
  • Prior experience on the VBA customer service group
  • Excellent computer skills with Microsoft Word (create and edit documents), Microsoft Excel (sort / filter and work within tables), and Microsoft PowerPoint (create and present slides) Microsoft Outlook (calendar, schedule meetings), which includes the ability to navigate and learn new and complex computer system applications
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86
Preferred Qualifications:
  • Associate degree (or higher)
  • If within a commutable distance (45 miles) from an LHI location, may be asked to return onsite once COVID restrictions are lifted.
Soft Skills:
  • Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills
  • Exhibit solid organizational skills, initiative flexibility, time management and attention to detail in a goal - orientated environment
Telecommuting Requirements:
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at
Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.
Careers with LHI. Our focus is simple. We're innovators in cost - effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission - driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work. SM
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $17.12 to $30.34. The salary range for Connecticut / Nevada residents is $18.80 to $33.41. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives
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..... click apply for full job details