Security Response Center Team Lead - Sugar Land, TX
April 25, 2018
Sugar Land, Texas
Welcome to one of the toughest and mostfulfilling ways to help people, including yourself. We offer the latest tools,most intensive training program in the industry and nearly limitlessopportunities for advancement. Join us and start doing your life's best work.The Security Response Center Team Lead supports the operations of the Inbound Security ResponseCenter. The Security Response Center is responsible for the safety andwell-being of individuals in the field via GPS tracking, security applications,and other methods. This team works closely and cross-functionally withadditional departments in the global risk area. The Team Lead willsupervise 2 - 4 security response operators who are responsible for handling callsfrom existing customers regarding a variety of emergency or security - centricrequests. Using their knowledge of products and/or services, as well as greatcustomer service skills, these professionals address issues, provide supportand offer information, as needed, to keep customers satisfied and retain their business.They also obtain client information by answering telephone calls, interviewingclients and verifying information. Primary Responsibilities: Distribute workflow and monitor results of Operators, as well as fill in for Operators as needed.Determine situation from client and administer proper predetermined protocol.Establish policies by entering client information.Inform clients by explaining procedures, answering questions and providing information.Maintain communication equipment by reporting problems.Maintain and improve quality results by adhering to standards and guidelines, and recommending procedural improvements.Update job knowledge by studying new product descriptions and participating in educational opportunities.
Required Qualifications:High School Diploma / GED or higher 1+ years of claims, office or customer service experience, analyzing and solving customer problems.Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications.Preferred Qualifications: Associate's Degree or higher3+ years of claims, office or customer service experience, analyzing and solving customer problemsPrevious military experienceSoft skills: Demonstrated ability to listen carefully, collect relevant information, determine immediate requests and identify the current and future needs of the client/memberProficient problem-solving skills, allowing candidate to quickly assess current situation and formulate recommendationsFlexibility and ability to customize approach, in order to successfully interact with all types of member communication styles and personalitiesProficient conflict management skills, including ability to resolve issues in a stressful situation and demonstrate personal resilience Careerswith UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 6organization that's serving more than 85 million people already and buildingthe industry's singular reputation for bold ideas and impeccable execution. Now,add your energy, your passion for excellence, your near-obsession with drivingchange for the better. Get the picture? UnitedHealthcare is serving employersand individuals, states and communities, Military families and Veterans whereverthey're found across the globe. We bring them the resources of an industryleader and a commitment to improve their lives that's second to none. This isno small opportunity. It's where you can do your life's best work.SMDiversity 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: Security Response Center Team Lead, Sugarland, TX, Houston, TX, claims, customer service, team lead, conflict management, problem solving, security response
Internal Number: 764443
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.