Ancillary Services Team Lead - Lewis Center, OH - Full-time / Part-time

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To assist the Client Services Manager in the day to day operations of the Client Services division. The Client Services Team Lead will be responsible for a team of Client Services Representatives. This includes administrative as well as coaching the individuals when necessary. The Client Services Lead will also be an escalation point for customer issues and will work to resolve them as timely as possible. This position will also involve making service decisions that will have a financial impact on the institution. The Client Services Team lead will uphold the compliance laws and integrity according to the policies and procedures of Modern Medical. The hours of this position would be 12-9.
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 
 
Primary Responsibilities:


Resolve customers' service or billing complaints by investigating cause of complaint and creating a solution to customer issue

Check to ensure that appropriate changes were made to resolve customers' problems

Contact customers to respond to inquiries

Refer unresolved customer to designated departments for further investigation and examine all relevant information to assess validity of complaints and to determine possible causes; respond to complaints as necessary and document complaints on the tracking log

Be Responsible for e-time for their team members who report to the lead; This would include all vacation and PTO requests; The Lead would be responsible for reporting any staffing issues to the Manager for phone coverage, etc. 

Responsible for coaching Client Services Representatives for performance issues identified by the Client Services Manager

Monitor Tasks for specific Client Services division and assign work appropriately

Report any CSR behavioral issues to Client Services Manager

Work closely with training and manager to identify areas needed to train staff on policy and workflow procedures

Required Qualifications:


High School Graduate or General Education Degree (GED)

6+ months of experience

Able to type and be knowledgeable of Microsoft Word, Microsoft Excel Spreadsheet, and Microsoft Outlook as well as be able to efficiently navigate online search engines

Accountability - Ability to accept responsibility and account for his/her actions

Adaptability - Ability to adapt to change in the workplace

Communication, Oral - Ability to communicate effectively with others using the spoken word. 

Communication, Written - Ability to communicate in writing clearly and concisely

Customer Oriented - Ability to take care of the customers’ needs while following company procedures

Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others

Detail Oriented - Ability to pay attention to the minute details of a project or task

Energetic - Ability to work at a sustained pace and produce quality work

Enthusiastic - Ability to bring energy to the performance of a task

Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards

Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace

Initiative - Ability to make decisions or take actions to solve a problem or reach a goal

Judgment - The ability to formulate a sound decision using the available information

Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions

Interpersonal - Ability to get along well with a variety of personalities and individuals

Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability

Multi-Tasking - Ability to utilize the available time to organize and complete multiple tasks within given deadlines

Organized - Possessing the trait of being organized or following a systematic method of performing a task

Team Builder - Ability to convince a group of people to work toward a goal

Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems

Reliability - The trait of being dependable and trustworthy

Self-Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative

Time Management - Ability to utilize the available time to organize and complete work within given deadlines

Working Under Pressure - Ability to complete assigned tasks under stressful situations
Preferred Qualifications:


Bachelor's degree

1+ year of customer service experience

1+ year of leadership experience 
 
Careers with OptumRx. We’re one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you’ll fill far more than prescriptions. As a member of one of our pharmacy teams, you’re empowered to be your best and do whatever it takes to help each customer. You’ll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There’s no better place to help people live healthier lives while doing your life’s best work.(sm)
 
Diversity creates a healthier atmosphere: 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.