Customer Service Representative

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Representative role involves answering calls from health care providers, resolving issues, and building strong relationships with providers and their staff.

Responsibilities:

• Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Skilled in problem solving to quickly assess current state and formulate recommendations
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm. It may be necessary, given the business need, to work occasional overtime
• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience