Customer Service Representative Lead

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 Primary Responsibilities Monitor and discover the training needs and then coach staff on process expectations and meeting goals related to both quality and productivity Conducts Internal Audits Rebuttals and calibrations Will be leading the process and involve in production related email and Chat involving Data Analysis Managing team functions like work allocation roster coaching team setting goals etc and working directly with the AM s DM s Streamlining workflow creating teamwork environment to enhance productivity and Quality Preparing operational goals and developing action plans for the achievement of these goals Ensuring strict adherence to the process parameters systems as per defined guidelines Suggest and organize team building activities Bottom quartile management Assist advocates with the following Respond to customer inquiries via live chat regarding prescription refills order status medication availability and insurance coverage Educate patients on pharmacy procedures prescription benefits and proper medication usage Guide patients in navigating online pharmacy platforms and mobile applications Resolve issues related to prescription delays billing and insurance claims Focus on resolving issues on the first chat navigating through complex computer systems to identify the status of the issue and provide appropriate response to chatter Document all interactions accurately in the system Collaborate with pharmacists technicians and other departments for medication-related concerns Escalate complex issues to appropriate personnel when necessary Maintain compliance with HIPAA and other healthcare privacy regulations Handle up to 2 5 concurrency Chats Handle escalated Chats Monitor the overdues Aux activities of the advocates Comply with the terms and conditions of the employment contract company policies and procedures and any and all directives such as but not limited to transfer and or re-assignment to different work locations change in teams and or work shifts policies in regards to flexibility of work benefits and or work environment alternative work arrangements and other decisions that may arise due to the changing business environment The Company may adopt vary or rescind these policies and directives in its absolute discretion and without any limitation implied or otherwise on its ability to do so Eligibility To apply to an internal job employees must meet the following criteria Minimum duration of 12 months of continuous service in their current grade and position 3 2 Performance rating in the last common review cycle of Meets Expectations or higher 3 3 Not be on any active CAP Corrective Action Plan or active disciplinary action Employees may choose to apply for any of the following Positions within same grade Positions at one grade higher than their current position Required Qualifications Graduate 2 years of experience in health care management Solid in Chat process side by side should have exposure or experiences to handle members also Proven solid work ethic and a high level of professionalism with a commitment to client patient satisfaction and have functional knowledge of HIPAA rules and regulations Proficient in MS Office software particularly Excel and Outlook power point Proven good skill set in handling resolving all types of member queries Proven ability to multi-task and prioritize to complete daily tasks with minimal supervision Demonstrate the ability to communicate effectively both verbally and in writing Proven attention to detail and demonstrate the ability to perform deep dive analysis Open for NIGHT SHIFT and extended shifts Preferred Qualification 2 years of experience in Voice or Chat brand 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