Part time Lead Customer Service Representative

Improve the lives of others while Caring. Connecting. Growing together.

Part time Lead Customer Service Representative (2387092)

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). Employees are required to work Friday, 5:00 - 9:00 pm and Saturday and Sunday 7:30 am - 4:00 pm EST. Employees must be flexible to work one major and one minor holiday during the year.

We offer up to 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 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 Adult 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 of experience in a customer service role
• 2+ years of experience in a high volume call center
• Experience working in a healthcare office setting
• Proficient in Microsoft Office applications
• Knowledge of…