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SMA Customer Service Representative, Lead - Las Vegas, NV

Company: UnitedHealth Group
Location: Las Vegas
Posted on: May 24, 2023

Job Description:

If you are within commutable distance of Las Vegas, NV, you will have the flexibility to work from home and the office in this hybrid role* 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. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. The Team Lead supports the Call Center Supervisors and acts as a primary resource for agents who are responsible for representing the SMA providers' office through telephonic communication consisting of both inbound and outbound calls, scheduling appointments, and providing general customer service to callers as needed. Will assist the Call Center management in ensuring the department operates efficiently and creates an atmosphere focused on delivering high quality customer service and maintaining patient satisfaction.This position is full-time (40 hours/week). Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 8:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2716 N. Tenaya Way Las Vegas, NV. This is a Hybrid position with 1 day every 2 weeks rotation in the office.We offer 4-5 weeks of paid training as an Advocate and 1 week of training as a Lead. Primary Responsibilities:

  • Answer Customer Service Representatives' questions regarding policies and procedures.
  • Walk the floor and be available to handle various escalated calls and/or issues.
  • Communicate procedural changes and guidelines to department staff.
  • Work with Supervisors to sustain high associate morale and motivation.
  • Acts as a facilitator to resolve conflicts on the team; ensure accurate and timely communication of issues to Management.
  • Assist with improving service levels and monitor ACD queues to ensure the department is appropriate staffed.
  • Perform other duties as assigned.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)
    • Proficient in MS Word, Excel, and Outlook
    • 1+ years experience in healthcare
    • 1+ years as a team lead and/or training
    • Ability to work full-time between 7:00am - 8:00pmPreferred Qualifications:
      • Medical TerminologyTelecommuting Requirements:
        • Reside within Las Vegas, NV
        • 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 serviceCareers 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.Nevada Residents Only: The salary range for Nevada 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.#RPO #RED

Keywords: UnitedHealth Group, Las Vegas , SMA Customer Service Representative, Lead - Las Vegas, NV, Hospitality & Tourism , Las Vegas, Nevada

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