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Team Lead, Global Assistance Operations (overnight) - Towson, MD

UnitedHealth Group

Towson, MD
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Job Details

748784 Team Lead Global Assistance Operations overnight Towson MD

Team Lead, Global Assistance Operations (overnight) - Towson, MD (748784)

Position Description

Position Description:

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.

The primary role in this position is to manage and support the global support emergency specialist, who offers assistance coordinating medical / travel assistance for our clients while they work and live abroad. Coordinating international travel, doctor appointments and financial arrangements by liaising internationally with providers on the ground as well as your colleagues around the world, represents the majority of your daily oversight of responsibilities. You will also work closely with our in-house medical team, research, and claims staff to provide superior customer support. As a team lead you will monitor, evaluate and coach and provide ongoing development of specialist daily, monthly and annual performance. Build and maintain a positive working environment that fosters positive engagement.

Primary Responsibilities:
  • Manage day to day performance of team of GSES, while being visible to the team
  • Conduct monthly / annual performance reviews
  • Develop employees by conducting side by sides, call monitoring, case reviews to provide coaching and feedback
  • Handle escalated calls or cases from members or clients, ensure proper documentation of customer questions / issues (e.g., research conducted, steps required, final resolution)
  • Review and monitor correspondence, with acknowledgement to sender. Attach correspondence to cases, or initiate a new case based on service request
  • Review every new and existing case thoroughly to understand case and determine action / direction
  • Engage / collaborate with appropriate stakeholders, SMEs, Clinical, Claim, CRM, to determine appropriate content delivery and assignment (e.g. processes, tools, skills needed)
  • Act as a resource / SME and coordinate activities for Global Support Specialist
  • Review case transfer and determine next applicable steps to assign by priority, skill, shift, and complexity levels
  • Determine appropriate SLA based on case complexity i.e., immediate, next day, monitor etc.
  • Review overview notes to determine case directions and follow-up with case managers for errors or omissions
  • Ensure internal and external updates are provided based on established SLA per the client handling instructions & guidelines
  • Assign and create task within internal case management system for clinical, claims, ERC, etc.
  • Consistent managing and monitoring of reports to ensure no abandon calls, while meeting service level and average speed of answer
  • Prepare and facilitate case handoff to incoming team leads
  • Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
  • Ensure adherence to company policies, procedures, HIPAA and PHI guidelines
  • Ensure ERC GSES are maintaining ongoing communications with customers during the case management process to communicate status updates and other required information
  • Manage ERC billing cases, request and review final invoices, field claims inquiry calls related to payment processing, partner with claims to resolve billing cases
  • Plans, prioritizes, organizes and completes work to meet established objectives
  • Additional duties as assigned

Required Qualifications:
  • High School Diploma / GED (or higher)
  • 2+ years of Supervisor / Team Lead experience with direct reports of 5 or greater
  • Proficient computer skills including Microsoft Suite including Word (creating and editing documents), and Excel (edit spreadsheets, sort, filter, basic formulas)
  • Ability to work shift during the hours of 10:00 pm - 7:00 am
Preferred Qualifications:
  • Bachelor's Degree (or higher)
  • Experience with Call Center technology (i.e. work force management software, quality monitoring tools, and case management software)
  • Internal and external facing client / customer service experience with ability to solve tactical and strategic issues and have a demonstrated ability to work with all customers
  • Experience working with international accounts
  • Prior experience working with a 24 / 7 business with exposure to multi-site, remote, and offshore staffing model
  • Bilingual in English and any other language

Soft Skills:

  • Ability to work independently with minimal supervision
  • Ability to work with multiple computer systems simultaneously
Careers at UnitedHealthcare Employer & Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of health care. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.

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.

Keywords: UnitedHealth Group, Team Lead, Global Assistance Operations, overnight shift, Towson, MD, healthcare, night shift, global assistance, emergency response, call center

Job Details

  • Contest Number748784
  • Job TitleTeam Lead, Global Assistance Operations (overnight) - Towson, MD
  • Job FamilyCustomer Services
  • Business SegmentUnitedHealthcare Global

Job Location Information

  • Towson, MD
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelManager
  • ShiftNight Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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