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Job Details

UnitedHealth Group

Team Lead DSNP Customer Service - National Remote



Full Time

On Site


Dallas, Texas, United States

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work.SM

The Team Lead will be a key resource to customer service employees acting in a “lead” capacity for their team and to serve as subject matter expert, provide guidance to advocates around process/issue resolution and assist supervisor in coordinating team activities to ensure performance metrics are met. This role offers coaching, training, mentoring opportunities and team engagement experience for individual contributors seeking to develop their leadership skills.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (8:00am - 8:00pm local time). Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

The Team Lead will serve as a resource to customer service employees and supervisors through the following:

  • Provides guidance to reference tools to assist advocates in properly addressing member’s issues through multiple channels (ex. Teams chats, meetings, email)
  • Leading team trainings/new processes in team meetings
  • Sharing best practices and tools broadly
  • Provide OJT mentorship
  • May coordinate daily/weekly/monthly activities of team members.
  • Assists with issue management, focusing on tasks due today or past due
  • Assists with team metric priorities
  • Identifies knowledge gaps or team opportunities
  • Helps resolve escalated issues, refer to NEST/NEC as necessary
  • Supports panel work or inbound calls during peak or BCP activities
  • Maintains proficiency in all technical applications (technical skills and system knowledge)
  • Assists supervisor in administrative tasks. Ex.Pull reports to monitor time & attendance, or other workforce type of functions.
  • Responsible for reviewing and partnering with Supervisor on driving critical metrics
  • Maintains proficiency in all technical applications (Maestro, Genesys, Knowledge Central, RxClaims, ICUE {Digital: LivePerson})

With guidance and direction from a supervisor, a Team Lead may take on additional responsibilities such as:

  • Observe employees and act as a resource to provide coaching and/or deliver on the job training to ensure they:
  • Manage member calls appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse members as needed)
  • Maintain focus on member interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data)
  • Drive resolution of member questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
  • Ensure proper documentation of member questions/issues (e.g., research conducted, steps required, final resolution)
  • Assists supervisor in supporting priorities for the team to ensure performance metrics are met, such as Quality, Schedule Adherence, After Call Work, Service Levels, Customer Satisfaction, and other performance metrics.
  • Assists supervisor in monitoring employee and team performance by reviewing operational metrics and listening to and observing call management techniques. Provide ongoing assistance to include but not limited to: floor walking/virtual check-ins, observation of training facilitation, side by side monitoring, silent monitoring, calibrations, and huddles for hot topics.
  • Be a champion of the member advocacy and connect with members regarding anticipated member service needs and resolution of issues; choosing a quality care provider, assisting with appointment scheduling, helping with Pre-authorization and pre-determination requests and status, use of community services, support programs, and resources available to member
  • Serve as Technical Support for team, assisting with proper outage procedures when necessary

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 higher) OR equivalent years of work experience
  • 6+ months of performing Advocate or Navigator role post-training including proven successful performance in an advocate or navigator role with demonstrated proficiency
  • Experience in benefit interpretation, detailed benefits/claim support and complex issue management to interpret situations and proactively address complex provider issues
  • Proficiency in all technical applications (Maestro, Genesys, Knowledge Central, RxClaims, ICUE {Digital: LivePerson})
  • Must be able to work any hours of operation of the business unit
  • Ability to work full-time, Monday - Friday between 8:00am – 8:00pm including the flexibility to work occasional overtime given the business need

Preferred Qualifications:

  • Experience in Microsoft Word, Excel and PowerPoint

Telecommuting Requirements:

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy
  • Ability to keep all company sensitive documents secure (if applicable)
  • Must 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:

  • Strong verbal and written communication skills
  • Solid time management skills and strong attention to detail
  • Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
  • Ability to remain focused and productive each day though tasks may be repetitive
  • Ability to identify process gaps and make recommendations for improvement
  • Previous experience mentoring and/or training others

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at [Register to View]

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible. [Register to View]

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near - obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, Military families and Veterans wherever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life’s best work.SM

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $18.17 - $32.26. The salary range for Connecticut / Nevada residents is $20.00 - $35.53. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

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