Customer Support Specialist (LHI) (Harlem)

Employment Type

: Full-Time


: Customer Service/Call Center

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POSITION DESCRIPTIONAt 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.SMThe CUSTOMER SUPPORT SPECIALIST acts as a customer advocate to resolve complex and escalated issues. Positions in this function are responsible for first-level response and resolution of issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued Program utilization.The CUSTOMER SUPPORT SPECIALIST will be expected to build and maintain successful working relationships with Program users, internal customers and the RHRP Account Management team to ensure high quality, consistent representation across Customer user levels; to manage, track and triage daily requests as appropriate from the RHRP Customer and Account Management team regarding Customer issues and complaints, requests for information, and other incidents. This position is responsible for ensuring requests originating from the Customer and Account Services department are ethically investigated, promptly responded to and properly recorded for the Customer and LHI and to assist in addressing and resolving basic to complex and challenging complaint cases originating directly from the Program user.PRIMARY RESPONSIBILITIES:- Support RHRP Account Services department in managing, investigating, communicating and working to resolution on basic to complex customer inquiries while positively influencing future outcomes- Assist with maintaining an RHRP customer service management process to track and respond to the daily volume of requests and complaints; responsible for daily inputs, updates and ownership of tracking and closing out requests and inquiries- Interact with various individuals with the Account Services - RHRP department and other operational support departments in order to gather the necessary information. Utilize multiple sources including customer and internal databases and internal electronic resources- Prepare reports as required in support of responding back to customers and other ad hoc reports as requested by RHRP Program Leadership- When process corrections and continuous improvement opportunities are identified, work with Account Services - RHRP Leadership and others as identified to develop and implement a remediation plan. Investigate issues to assist in trend identification and standardized approaches consistent across customer base- Interface with LHI operational departments to ensure customer requirements are met through efficient, effective triage, provide support as requested for customer visits, and ensure processing of actionable items in a timely manner, with the assistance of the Account Management team, in order to mitigate overall impact to users- Assist with writing and maintaining documents for the department related to the production of its daily work flow to include departmental policy, work instructions, standard operating procedures and reference materials. Review and manage documentation in the DMS- Manage departmental customer communication tools. Work closely with Department personnel and Marketing to ensure appropriate formatting and content to finalize documents for use. Assist with tailoring of presentations and educational materials specific to each customer audience. Assist Account Management team with standardized preparation of customer meeting materials and adherence to standard visiting procedures when hosting visiting customers at LHI- Travel to on - location events and mid - level readiness conferences / workshops, as requested in support of customer and business needYou'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.SOFT SKILLS:- Able to support multiple client relationshipsCAREERS 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.SMDiversity 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, Customer Support, Military, UnitedHealth GroupJob Details- REQUISITION NUMBER860351- JOB TITLECustomer Support Specialist (LHI) - La Crosse, WI- JOB FAMILYCustomer Services- BUSINESS SEGMENTOptumCareJob Location Information- La Crosse, WIUnited StatesNorth AmericaAdditional Job Detail Information- EMPLOYEE STATUSRegular- SCHEDULEFull-time- JOB LEVELIndividual Contributor- SHIFTDay Job- TRAVELNo- TELECOMMUTER POSITIONNo- OVERTIME STATUSNon-exempt
Associated topics: deskside, information technology analyst, information technology support, network, patient, support analyst, support specialist, systems administrator, technical support specialist, technician

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