Part Time Lead Customer Service Representative

This position is Remote in Massachusetts. You will have the flexibility to work remotely* 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

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) Saturday - Sunday. Employees are required to have flexibility to work any of our 10-hour shift schedules during our normal business hours of 7:30 am - 6:00 pm (10 hour shift, 30 minutes lunch break). 

We offer 4 - 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 80-100 incoming calls per shift
• Performs mainly as a Patient Service Representative with additional leadership responsibilities. 
• Helps ensures appropriate coverage in the event of an unplanned absence
• Will need to be cross-trained for the PD 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 workflow 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. 

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 equivalent work experience
• Must be 18 years of age OR older
• 3+ years experience in a customer service role
• Experience working in a healthcare office setting
• 2+ years experience in a high volume call center
• Proficient in Microsoft Office applications
• Knowledge of medical terminology
• Must be able to work weekends  
• Ability to work part time (20 hours / week) during our normal business hours of 7:30 am - 6:00 pm (10 hour shift, 30 minutes lunch break), Saturday - Sunday.

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 required.  
• Strong problem solving and complex patient management 
• Strong critical thinking skills
• Ability to handle escalations
• Ability to multitask 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy  

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $20 to $36 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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.

#RPO