AddressYou'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life's best work.SM
AtOptum, 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 underOptumServe. OptumServeprovides 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 joiningOptumServeyou are part of the family of companies that makeUnitedHealth Groupa leader across most major segments in the U.S. health care system.
LHI was founded in 1999 and acquired byOptumin 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 doingyour life's best work.SM
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.
*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
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
Preferred Qualifications:
- Associate degree (or higher)
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
Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.
California, Colorado, Connecticut, Nevada, Washington or New York City Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York City residents is $18.80 - $36.78.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.
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.
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.
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