LHI Lead Customer Service - Tampa, FL; La Crosse, WI

Unitedhealth Group Inc. Tampa , FL 33602

Posted 6 months ago

At Optum, the mission is clear: Help people live healthier lives and help make the health system work better for everyone

LHI is one of 4 businesses under OptumServe. OptumServe provides health care services and proven expertise to help federal government agencies modernize the U.S. health system and improve the health and well - being of Americans. By joining OptumServe you are part of the family of companies that make UnitedHealth Group a leader across most major segments in the U.S. health care system.

LHI was founded in 1999 and acquired by Optum in 2011, LHI specializes in creating and managing health care programs through on - location services, patient - specific in - clinic appointments, telehealth assessments, or any combination based on customer need. LHI's customizable solutions serve the diverse needs of commercial customers, as well as federal and state agencies, including the U.S. Departments of Defense, Veterans Affairs, and Health and Human Services.

There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Ready for a new path? Start doing your life's best work.(sm)

The LHI Lead Customer Service role is expected to foster communication between Contact Center agents and internal / external customers in a high volume, dynamic contact center environment. Assist Customer Service Supervisors and Managers with quality service monitoring, performance feedback and prioritizing of daily tasks in order to meet contact center volumes. Provide support to the contact center agents in order to ensure that LHI's contractual obligations and the Customer Service departmental objectives are achieved.

Primary Responsibilities:

  • Assist with the administration and monitoring of department's quality service for calls

  • Administer the quality service for e - mail correspondence, trouble - shooting and resolution including reporting and researching error e - mails

  • Assist with prioritizing tasks, providing task updates, completing reports, compiling efficiencies (statistics), and acting as a back - up toa Supervisor in his / her absence

  • Compilation of morning numbers for priorities

  • Monitor real time center performance

  • Perform agent responsibilities - complete overflow inbound / outbound calls as needed and utilize customer databases to obtain information

  • Assist in conducting interviews

Required Qualifications:

  • High School Diploma / GED or higher

  • 2 years demonstrated career progression in a customer service capacity or military experience

  • Work experience using Microsoft Excel (filtering, sorting, editing and saving spreadsheets), Microsoft Word (creating, editing, and saving documents) and Microsoft Outlook (email, folders, and calendaring)

  • Must be able to work 3:30 am to 12:30 pm EST or 2:30 am to 11:30 am CST Sunday - Thursday

  • United States Citizenship

  • Ability to obtain favorable adjudication following submission of Defense Health Agency eQuip Form SF86

Preferred Qualifications:

  • Associate's Degree or higher

  • Knowledge of relevant software (MedNet, CHCS, Genesis), applications and equipment database and web portal proficiency

  • National Career Readiness Certificate

  • Prior military, TRICARE Beneficiary experience and / or contact center experience

  • Bilingual English / Spanish

Soft Skills:

  • Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills

  • Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal - orientated environment

Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role.

Careers with LHI. Our focus is simple. We're innovators in cost - effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission - driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

Keywords: customer service lead, contact center, inbound / outbound calls, call center, care coordinator, healthcare


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LHI Lead Customer Service - Tampa, FL; La Crosse, WI

Unitedhealth Group Inc.