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Lead Customer Support Specialist

2 months ago

Newtown Square, Pennsylvania, United States Optum Full time
Position Overview

Optum is a worldwide entity that enhances healthcare delivery, utilizing technology to assist countless individuals in achieving better health. Your contributions will significantly influence health outcomes by linking individuals with necessary care, pharmacy benefits, data, and resources to enhance their well-being. Here, you will experience a culture driven by diversity and inclusion, alongside talented colleagues, comprehensive benefits, and opportunities for career advancement. Make a difference in the communities we serve as you help us promote health equity on a global scale.

As a Senior Customer Service Representative, you will provide compassionate and exceptional service to approximately 50 to 70 callers daily, always keeping in mind that each caller is a person seeking assistance, guidance, and support. You will also assist your colleagues by acting as a resource. Both roles present opportunities to identify and surpass customer expectations by fostering strong relationships both internally and externally. Ultimately, you will know you have acted with integrity and delivered an outstanding customer service experience, leaving both customers and team members feeling valued after their interaction with you.

This role requires full-time commitment (40 hours/week) from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during standard business hours. Occasionally, overtime may be necessary based on business needs.

We provide 4 weeks of comprehensive on-the-job training, with training hours set from 8:30 AM to 5:00 PM, Monday to Friday.

Key Responsibilities:

  • Act as a resource for fellow team members or internal clients.
  • Ensure all necessary documentation and paperwork are maintained.
  • Handle incoming calls from customers, identifying the type of assistance required (e.g., benefits and eligibility, billing and payments, treatment authorizations, and explanations of benefits).
  • Ask relevant questions and listen attentively to pinpoint specific inquiries or issues while documenting required information in computer systems.
  • Resolve problems on behalf of the customer in real-time or through thorough and timely follow-up.
  • Investigate complex issues across various databases and collaborate with support resources to address customer concerns or partner with others to resolve escalated matters.
  • Achieve performance targets set for the role in areas such as efficiency, call quality, provider satisfaction, first call resolution, and attendance.

Your performance will be acknowledged and rewarded in an environment that challenges you while providing clear guidance on achieving success in your role, along with opportunities for development in other areas of interest.

Required Qualifications:

  • High School Diploma or GED.
  • Minimum of 1 year of customer service experience.
  • Proficiency with computers and Windows applications, including the ability to learn new and complex software systems.
  • Availability to work full-time, Monday to Friday, from 08:30 AM to 05:00 PM.
  • Must be at least 18 years old.

Preferred Qualifications:

  • 1+ years of experience as a Customer Service Representative or in an office, call center, or phone support environment.

Essential Skills:

  • Ability to manage multiple tasks while understanding various products and their respective benefits.

At UnitedHealth Group, our mission is to assist individuals in living healthier lives and improving the healthcare system for everyone. We believe that everyone—regardless of race, gender, sexuality, age, location, or income—deserves the chance to lead their healthiest life. However, significant barriers to good health still exist, disproportionately affecting people of color, historically marginalized groups, and those with lower incomes. We are dedicated to minimizing our environmental impact and delivering equitable care that addresses health disparities and enhances health outcomes.

Diversity fosters a healthier environment: 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 maintains a drug-free workplace. Candidates must pass a drug test prior to employment.