Experienced Remote Customer Service Representative Team Lead - National Remote - Medicaid and Behavioral Health Services

Introduction to Optum and Our Mission

At Optum, we are dedicated to delivering care aided by technology to help millions of people live healthier lives. Our organization is guided by a strong commitment to diversity and inclusion, and we strive to create a culture where talented individuals can thrive. As a global leader in healthcare, we recognize the importance of connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. By joining our team, you will have the opportunity to make a direct impact on health outcomes and contribute to advancing health equity on a global scale.

About the Role

We are seeking an experienced and skilled Customer Service Representative Team Lead to join our national remote team. As a Team Lead, you will play a critical role in answering incoming calls and providing exceptional customer service to individuals with questions regarding Optum Salt Lake County Behavioral Health Providers, services available in Salt Lake County, and Medicaid benefit plans. This is a full-time position (40 hours/week) that requires flexibility to work any of our 8-hour shifts, Sunday – Saturday, and occasional overtime as needed.

Primary Responsibilities

• Taking inbound calls and responding to customer inquiries in a professional and courteous manner
• Researching and providing referrals to providers/agencies in Salt Lake County to Medicaid-eligible consumers over the phone
• Utilizing a computer database to verify Medicaid eligibility and provide accurate information to customers
• Offering additional information, such as phone numbers or addresses, to individuals who have contacted the wrong organization
• Completing administrative tasks as assigned to support the Care Coordination team

Requirements and Qualifications

To be successful in this role, you will need to possess a strong and diverse skillset, including:

Essential Qualifications

• High School Diploma or GED
• Must be 18 years of age or older
• 2+ years of customer service experience working in the insurance, medical, behavioral health setting, or financial technology
• Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications
• Ability to work full-time, Sunday – Saturday, and occasional overtime as needed

Preferred Qualifications

• Familiarity working with Financial Health Technology

Telecommuting Requirements

As a remote employee, you will be required to:

• Keep all company-sensitive documents secure
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• 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 and Competencies

To excel in this role, you will need to possess strong organizational skills, the ability to understand multiple services and benefit plans for Medicaid, and the ability to multitask. All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Compensation and Benefits

We offer a competitive salary for this position, as well as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this role is $19.47 to $38.08 per hour, depending on factors such as local labor markets, education, work experience, and certifications.

Career Growth and Development

At UnitedHealth Group, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative Team Lead, you will have access to training and development opportunities, as well as the chance to work with a talented team of professionals who are passionate about delivering exceptional customer service.

Work Environment and Company Culture

Our company culture is guided by a strong commitment to diversity and inclusion, and we strive to create a work environment that is welcoming and inclusive to all employees. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Conclusion

If you are a motivated and skilled customer service professional who is passionate about delivering exceptional service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Customer Service Representative Team Lead, you will have the chance to work with a talented team of professionals, develop your skills and knowledge, and contribute to advancing health equity on a global scale. Apply now and take the first step towards a rewarding new role!

Submit Your Application

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.