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We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 5 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.SM


Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at careers.unitedhealthgroup.com


Job Category:

Customer Services



Approximate Salary:

Not Specified

Position Type:

Full Time

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Customer Service Lead (LHI) - La Crosse, WI

UHG - La Crosse, Wisconsin

Posted: 11/12/2018

At Optum, the mission is clear:  Help people live heathier 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.

The Customer Service Lead (LHI) – La Crosse, WI will foster communication between Contact Center agents and internal / external customers in a high volume, dynamic contact center environment. Assist Customer Service Supervisors and Managers with quality service monitoring, performance feedback and prioritizing of daily tasks in order to meet contact center volumes. Provide support to the contact center agents in order to ensure that LHI’s contractual obligations and the Customer Service departmental objectives are achieved.

Primary Responsibilities:

  • Complete inbound / outbound calls as needed and utilize customer databases to obtain information
  • Assist with the administration and monitoring of department’s quality service for calls
  • Administer the quality service for email correspondence, trouble - shooting and resolution including reporting and researching error emails
  • Assist with prioritizing tasks, providing task updates, completing reports, compiling efficiencies (statistics), and acting as a back - up to a Supervisor in his / her absence
  • Monitor real time center performance
  • Assist in conducting MSC (Medical Service Coordinator) interviews

Required Qualifications:

  • High School Diploma / GED or higher
  • 2+ years of demonstrated career progression in a customer service capacity
  • Intermediate computer skills with Microsoft Word (creating and editing documents), Microsoft Excel (general spreadsheet navigation), and Microsoft Outlook (email and calendar)
  • Ability to work Monday through Friday from 1:00 pm to 10:00 pm

Preferred Qualifications:

  • Associate’s Degree (or higher)
  • Prior military experience and / or contact center experience
  • Ability to read, write, understand and communicate proficiently in both English and Spanish

Soft Skills:

  • Excellent verbal and written communication skills including, strong telephone etiquette and interpersonal skills
  • Exhibit solid organizational skills, flexibility, time management and attention to detail in a goal - orientated environment

Careers 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.

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: Lead, Customer Service, Call Center, La Crosse, WI, LHI, MSC, Medical Service Coordinator

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