SME Contact Center - NYCHH - San Juan, PR

UnitedHealth Group

About The Position

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. The SME/Team Lead is responsible for working with the site Supervisors to execute on daily plans to drive performance from the Agents/Representatives. The SME will be actively engaged side by side with the Agents/Representatives providing coaching guidance real time as well as facilitating coaching calibrations in one-on-one and group settings. They are responsible to be the voice of the Agents/Representative to the Supervisors and collaborate with the Supervisors to instill the Optum culture in a team that is focused and motivated.

Requirements

1+ years of Call Center or Customer Service experience
6+ months of experience supporting business operations (new hire support, training, special projects)
Computer savvy (able to navigate folders, documents, internet-based applications, etc.)
Proficient in MS Office with solid computer skills (e.g., multiple systems experience, keyboarding skills, trouble-shooting IT concerns, Microsoft Excel, MPP, Microsoft Project, OneNote)
Proven internal compliance wording
Candidates must be able to commit to a 40-hour workweek during standard business operating hours, Monday through Sunday , between 7:00 AM and 11:00 PM. Please note that this is a 24/7 operational environment, and based on business needs, occasional overtime – including weekends, holidays, or shifts outside the stated hours-may be required.
Bilingual Spanish and English

Nice To Haves

Experience as a SME, Team Lead, Trainer or Supervisor
Experience working in a hospital, physician's office or medical clinic setting

Responsibilities

Problem resolution of customer issues and to communicate resolution to appropriate parties
Available, as scheduled, to respond to calls from customers regarding claims payments, benefits, eligibility, and certification issues
Investigate issues and document steps taken to achieve resolution
Handle and resolve escalated issues when appropriate
Meet departmental standards for production and quality
Meet departmental standards for schedule adherence
Participate in training and self-development opportunities when appropriate
Demonstrate a cooperative, positive attitude in the workplace
Demonstrate a basic knowledge of managed healthcare and claims
Other duties may apply