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[Hiring] Part-time Lead Customer Service Representative @UnitedHealth Group

Role Description

This position is Remote in Massachusetts. You will have the flexibility to work remotely as you take on some tough challenges.

Under general supervision as a Team Lead, coordinates the daily support operations of one or more clinical areas or groups. Primarily acts as a Patient Service Representative and performs the full duties associated with this role. Is a resource for other support staff and may fill in for staff as needed to provide appropriate coverage of the department. Takes lead role in ensuring department workflow is of a high quality.

This position is part time (20 hours / week). Employees are required to work:

  • Friday, 5:00 - 9:00 pm
  • Saturday and Sunday 7:30 am - 4:00 pm EST

Employees must be flexible to work one major and one minor holiday during the year.

We offer up to 6 weeks of paid training. The hours during training will be either weekends or weeknights. Training will be conducted virtually from your home.

Primary Responsibilities:

  • Exhibits high level of technical skill and functions as resource for other clinical and/or administrative support members
  • Taking upwards of 80 incoming calls per shift
  • Performs mainly as a Patient Service Representative with additional leadership responsibilities
  • Helps ensure appropriate coverage in the event of an unplanned absence
  • Will need to be cross-trained for the Adult Telecom Department as needed
  • Implements operational procedures in accordance with established guidelines. May recommend minor modifications to standard procedures
  • Directs support to staff to assure departmental effectiveness and efficiency. Guides staff understanding of current workflow and ensures workflows are implemented correctly
  • Suggests changes in standard work when there is an observed need
  • Provides input into performance reviews
  • May assist with monitoring of phone performance and service observations. May require knowledge of phone reporting systems and protocols
  • May act as point of contact for patient inquiries, problems, and complaints. Refers complex issues to appropriate resources
  • Oversees routine data and information flow for the unit and notifies supervisor of any deviations
  • May assist in orientation of new PSR/staff, including telephone use, standard workflows, and medical records system
  • May collect data for use in the management decision-making process. Completes standard reports required for the management of the unit
  • May act as supervisor in absence of actual supervisor
  • Performs other duties as assigned

Qualifications

  • High School Diploma / GED OR equivalent work experience
  • Must be 18 years of age OR older
  • 3+ years of experience in a customer service role
  • 2+ years of experience in a high volume call center
  • Experience working in a healthcare office setting
  • Proficient in Microsoft Office applications
  • Knowledge of medical terminology
  • Must be able to work weekends
  • Ability to work Friday, 5:00 - 9:00 pm and Saturday and Sunday 7:30 am - 4:00 pm EST. Employees must be flexible to work one major and one minor holiday during the year.

Preferred Qualifications

  • Experience with electronic medical records systems (EPIC)

Telecommuting Requirements

  • Reside within Massachusetts
  • Ability to keep all company sensitive documents secure (if applicable)
  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

  • Strong interpersonal skills with the ability to interact effectively with patients and medical professionals
  • Strong problem solving and complex patient management
  • Strong critical thinking skills
  • Ability to handle escalations
  • Ability to multitask

Benefits

  • Comprehensive benefits package
  • Incentive and recognition programs
  • Equity stock purchase
  • 401k contribution (all benefits are subject to eligibility requirements)

Company Description

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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