Client Service Advisor
UnitedHealth Group
Oxford, England
6d ago

Optum, the fast growing part of UnitedHealth Group, is a leading information and technology-enabled health services business.

Our teams are dedicated to modernizing the health care system and improving the lives of people and communities.

Serving virtually every dimension of the health system, we work with a diverse set of clients across 150 countries from those who diagnose and treat patients to those who pay for care, deliver health services, and those who supply the cures.

Optum maintains operations across North America, South America, Europe, Asia Pacific and the Middle East. Our innovative partnerships provide technology and tools that enable unprecedented collaboration and efficiency.

As a result, we can tap into valuable health care data to uncover insights and develop strategies for better care at lower costs.

About the role :

Within this position of Client Service Advisor you will provide day to day operational support to our Operations team by ensuring the delivery of excellent customer service across the Service Representative EAP Team, customer and member complaint handing and associated remediation tasks.

You will be Managing team rota’s, onboarding supporting and training new employees. You will be providing day to day operational support to our Operations team by ensuring service levels are maintained.

Reporting to the Operations Lead of Optum International EMEA’s Prevention and Wellbeing busines

Responsibilities :

  • Ensure the operations teams meet performance standards for customers, and call flows are effectively monitored and audited for clinical quality and effective use of call-time.
  • Monitoring of daily activity / service levels across the operations teams and to take appropriate action to maintain required service levels
  • Prepare weekly reports required by the management team with clear analysis and explanation of any issues that have arisen
  • Provides oversight of the onboarding and ongoing training process for new Service Representatives. Manage and maintain the shifts and rotas for clinical and operations teams.
  • Highlight potential issues to management.

  • Ensure all staff are aware of performance metrics and expectations; establish and monitor ongoing quality and production standards on a regular basis.
  • To have a process in place to ensure the review the quality of calls and provide 1 to 1 coaching as required to support the quality of service provided
  • To provide on- going training and support for clinical and operations teams on new systems, processes, and procedures in place to meet and sustain quality and production standards.
  • Ensure consistent governance processes and standards are followed and adhered to across the teams
  • To manage and co-ordinate the complaints process within the operations team, ensuring management are aware of any potential delays in concluding any complaints.
  • Ensure effective incident investigation and management, share best practice and identify any areas of improvements.
  • Identify complaint trends and appropriate remediation plans
  • Required Qualifications :

  • Proven work experience in the customer service environment with a track record of working in fast, cost controlled environments.
  • Able to understand, interrogate data to make recommendations.
  • Previous experience of training teams and individuals on new systems and services.
  • Strong communication skills with proven ability to develop relationships quickly, work collaboratively across various teams and build credibility with peers.
  • Preferred Qualifications :

  • Strong organizational skills with the ability to meet strict deadlines and.
  • A positive upbeat approach to work and the ability to deal with issues in a calm effective way
  • Experience working with complaints processes and procedures.
  • Strong ability to develop and present reports with clean analysis and explanation of issues that have arisen.
  • Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application.

    Proof will be required to support your application.

    Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone.

    So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

    Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.

    For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

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