When you are in the business of health care, you're in the business of people. At UnitedHealth Group we want every customer experience to be distinctly personal. The challenge is complex. When people call us for help, their focus is on getting the best care possible. We help them understand their benefits and their options. This part of their lives matters a lot to them and it matters just as much to us. Our customer service teams have a serious responsibility to make every contact informative, productive, positive, and memorable for what it says about how much we care.
Coordinates, supervises and is accountable for the daily/weekly/monthly activities of a team members
Sets priorities for the team to ensure task completion and performance goals are met, such as Quality, Adherence, Service Level, first call resolution, and Average Handle Time
Coordinates work activities with other supervisors, managers, departments, etc.
Identifies and resolves operational problems using defined processes, expertise and judgment
Consistently provide coaching and development to team members with the inclusion of SMART goal
Conducts performance reviews for team members
Provides expertise and customer service support to members, customers, and/or providers
High School Diploma/GED required
Ability to work an eight hour shift between the hours of 8am and 8pm Monday thru Friday
5+ years of call center customer service experience required
3+ year of Team Lead experience in a call center environment required
Intermediate level of proficiency with MS Word, Excel, and Outlook or similar email tool
Bachelor's degree is preferred
UnitedHealthcare , part of the UnitedHealth Group family of companies, is comprised of three specialized businesses dedicated to meeting the health care benefits needs of individuals and groups; all part of something greater, but each with a specialized focus:
UnitedHealthcare Employer & Individual works with individuals, small businesses and large multi-site employers to provide innovative, affordable benefits services.
UnitedHealthcare Medicare & Retirement is focused on serving Americans over the age of 50. It is the largest business dedicated to meeting the growing health and well-being needs of aging individuals in the nation, serving one in five Medicare beneficiaries through a comprehensive and diversified array of products and services through four industry-leading businesses.
UnitedHealthcare Community & State provides high-quality, personalized, public-sector health care programs that help local government agencies improve health outcomes for millions of children and low-income and disabled individuals at an affordable cost.
Together, we're removing the barriers that keep people from receiving the kind of quality health care that makes a difference. We focus on Integrity, Compassion, Relationships, Innovation and Performance as we empower people to achieve better health and well-being.
Come grow and thrive in our culture of innovation and ideas. Because there is no opportunity greater than the quest to help people live healthier lives.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
UnitedHealth Group - 24 months ago
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