**Customer Service Representative Lead - Remote in Las Vegas, NV at blithequark**

Are you a motivated and compassionate leader looking to make a meaningful impact in the lives of others? Do you thrive in a fast-paced environment where no two days are ever the same? If so, we invite you to join blithequark as a Customer Service Representative Lead, where you'll have the opportunity to lead a team of dedicated professionals and drive exceptional customer experiences. **About blithequark** At blithequark, we're passionate about delivering care, aided by technology to help millions of people live healthier lives. Our team is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. We're guided by a culture of diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities come together to create a supportive and collaborative work environment. **Join Our Team** As a Customer Service Representative Lead at blithequark, you'll play a critical role in ensuring the success of our call center operations. You'll support our Call Center Supervisors and Managers, acting as a primary resource for agents who represent our SMA provider's office through telephonic communication. Your expertise will be invaluable in creating an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction. **Primary Responsibilities** As a Customer Service Representative Lead, your key responsibilities will include: * Acting as a primary resource for handling staff inquiries regarding policies and procedures * Communicating procedural changes and guidelines to department staff * Working with Supervisors to sustain high associate morale and motivation * Executing customer service utilizing a professional tone and manner * Training: Identifying and assessing talent for potential peer trainers, conducting training for newly appointed peer trainers * Accuracy: Acquiring no more than 6 scheduling errors in the calendar year, remaining accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ * Acting as a facilitator to resolve conflicts on the team and ensuring accurate and timely communication of concerns to management * Receiving and processing STAT priority referrals * Acting as a mentor/coach for call center advocates, ensuring they meet monthly metrics * Performing other duties as assigned **Essential Qualifications** To be successful in this role, you'll need: * A High School Diploma / GED or equivalent work experience * Must be 18 years of age or older * Minimum 1+ years 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, with emphasis on Excel * 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. **Preferred Qualifications** While not required, the following qualifications would be beneficial: * Medical Terminology * CPT and ICD-10 coding * 1 year of experience in a call center * Work experience as a team lead **Telecommuting Requirements** As a remote worker, you'll need to: * Reside within a reasonable distance of our Las Vegas office * 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** As a Call Center Representative, you'll work in a normal Call Center environment with heavy phone and computer usage. You'll also be required to moderate standing and walking. **Compensation and Benefits** As a valued member of our team, you'll be rewarded with a competitive hourly rate of $19.47 - $38.08 per hour, based on your experience and qualifications. You'll also be eligible for a comprehensive benefits package, including: * A comprehensive benefits package * Incentive and recognition programs * Equity stock purchase * 401k contribution (all benefits are subject to eligibility requirements) **Diversity and Inclusion** At blithequark, we're committed to creating a diverse and inclusive work environment where everyone feels valued and respected. We believe that diversity creates a healthier atmosphere, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer. **How to Apply** If you're a motivated and compassionate leader looking to make a meaningful impact in the lives of others, we invite you to apply for the Customer Service Representative Lead role at blithequark. 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