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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:

Medical and Clinical Operations


United Kingdom

Approximate Salary:

Not Specified

Position Type:

Full Time

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Team Lead - Referral Services - Ealing, UK

UHG - EALING LONDON, Great Britain, United Kingdom

Posted: 08/2/2018

Join us today and we can provide you with meaningful challenge that can result in a strong sense of impact and fulfillment. It's truly an opportunity to do your life's best work.(sm)


This role is responsible for providing additional support to the Team Managers in the day to day running of the referral team ensuring the efficient and effective processing of the referral assessment and outpatient booking process, working within procedural guidelines. Ensure referrals are processed to the most clinically appropriate service in an accurate and timely manner in accordance with the agreed corporate, local and national targets and initiatives. Supporting the introduction of best in class initiatives and practices.


Based at Optum Offices in Ealing the service operates Monday to Friday 7am - 8.30pm with Saturday 9-1pm (flexible) pm as required. There are 3 shifts covering the opening hours that all staff work Monday to Friday and one shift on a Saturday.  Full time staff work 37.5 hours/week (with a 30 minute unpaid meal break and 2 paid 15 minute breaks)


Primary Responsibilities:

  • To assist the Operations Manager in the day to day operation to ensure successful achievement of KPIs / targets in line with contractual requirements
  • Motivate and lead the team in delivery of service achieving recognition of leadership
  • Operate at a high level of proficiency as a facilitator in Intake and bookings
  • Act as a SME in the intake and processing of referrals and key core processes
  • Provide instruction  to other staff on handling queries or questions as they arise in accord with SOP and agreed processes/contracts
  • Ensure all staff adhere to data and clinical governance and standard processes to minimize any potential risk to client /patient and immediately raise any concerns or issues
  • Contribute to managing workload and monitor the throughput of the daily work raising and escalating any issues which may impact the achievement of SLAs/KPIs
  • Participate in planning meetings and keep up to date with developments and initiatives
  • Deputize for Operations Manager as required , opening and closing site in accord with SOP
  • Know the business targets and manage performance to meet targets
  • Work at pace to strict procedures
  • Able to calculate performance metrics and produce accurate reporting
  • Investigate difficult or complex queries and solve
  • Contribute to on-going coaching in mentoring high levels of customer service
  • Assists in monitoring staff performance and give individual and team reminders and guidance as required
  • Assist in ensuring all staff are appropriately trained when  new  systems and processes are introduced
  • Ensure the effective resolution and appropriate handling of customer feedback and complaints
  • Able to adapt plans and priorities to address business and operational challenges
  • Foster a culture of team work and collaboration with high level of accountability

Required Qualifications:

  • Customer service experience analysing and solving customer problems
  • Able to work in a fast paced changing environment and to work accurately under pressure to meet deadlines
  • Strong IT skills, able to create, edit, save and send documents utilising Microsoft Word and Excel. Able to navigate a PC to open applications, send emails, and conduct data entry
  • Confident and professional telephone and people manner
  • Able to work collaboratively with other team members to achieve common goals
  • Confident with IT and telephony systems with experience of introducing new systems and processes
  • Strong analytical skills, able to interpret management data and make recommendations
  • Ability to simultaneously manage multiple tasks, be organized and manage upwards
  • Team supervision and compliance management
  • High tolerance for interruptions and experience working in a fast paced environment
  • Values-driven individual in alignment with the Optum values and champion a diverse and inclusive environment

Preferred Qualifications:

  • Knowledge and experience of working within the health care sector

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care 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)


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.



Job Keywords: Customer Service, Team Lead, Ealing, UK, United Kingdom

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