**Experienced Customer Service Representative Lead – Remote in Las Vegas, NV**

Are you a seasoned leader with a passion for delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join blithequark, a global organization dedicated to improving health outcomes and advancing health equity on a global scale. As a Customer Service Representative Lead, you will play a critical role in supporting our team of Call Center Supervisors and Managers, ensuring that our customers receive the highest level of service and support. **About blithequark** At blithequark, we believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone. We achieve this by delivering care, aided by technology, to millions of people around the world. Our team is guided by a culture of diversity and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all. **Job Summary** As a Customer Service Representative Lead, you will be responsible for supporting the Call Center Supervisors and Managers in ensuring that our department operates efficiently and effectively. You will act as a primary resource for agents, providing guidance and support as needed, and ensuring that our customers receive the highest level of service and support. You will also be responsible for training and developing our team members, identifying and assessing talent for potential peer trainers, and conducting training for newly appointed peer trainers. **Key Responsibilities** * Acts as a primary resource for handling staff inquiries regarding policies and procedures * Communicates procedural changes and guidelines to department staff * Works with Supervisors to sustain high associate morale and motivation * Executes customer service utilizing a professional tone and manner * Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers * Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ * Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management * Receives and processes STAT priority referrals * Acts as a mentor/coach for call center advocates, ensuring they are meeting monthly metrics * Performs other duties as assigned **Essential Qualifications** * High School Diploma / GED OR equivalent work experience * Must be 18 years of age OR Older * Minimum 1 year of experience in a Healthcare environment * 1 year of experience as a team lead and/or training * Working knowledge of computerized telephone systems and ACD * Healthcare/Managed Care and/or insurance industry knowledge * Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD * Knowledge of MS Office is required with emphasis on Excel * Able to excellent Customer Service and proper telephone etiquette * Thorough knowledge of state and federal laws that apply to the department * Proficient in MS Office * Excellent interpersonal skills * Oral, written, communication, and composition skills * Ability to listen, document, and track problem areas * Excellent leadership and time management skills * Ability to work independently, and with confidential information * Must have initiative * Maintain a positive attitude with supporting departmental goals and objectives * Must have the ability to work swiftly and efficiently without compromising quality customer service * Organizational skills * Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc * Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV * Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime or weekends **Preferred Qualifications** * Medical Terminology * CPT and ICD-10 coding * 1 year of experience in a call center * Work experience as a team lead **Telecommuting Requirements** * Reside within 2716 N TENAYA WAY Las Vegas, NV * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service **Physical and Work Environment** * Normal Call Center environment with heavy phone and computer usage * Moderate standing and walking * All employees working remotely will be required to adhere to blithequark’s Telecommuter Policy **Compensation and Benefits** * The hourly range for this position is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. * UnitedHealth Group complies with all minimum wage laws as applicable. * 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). **Why Join blithequark?** At blithequark, we are committed to creating a workplace that is welcoming and inclusive for all. We believe that diversity creates a healthier atmosphere, and we are proud to be an Equal Employment Opportunity / Affirmative Action employer. We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission. **How to Apply** If you are a motivated and experienced leader with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Apply Job! Apply for this job