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 researching complex issues, assisting customers through phone calls, and ensuring high levels of patient satisfaction.

Responsibilities:

• Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs. Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Scheduling appointments for patients - entering and updating demographics. Meet the performance goals established for the position in the areas of patient satisfaction, accuracy, quality, and attendance
• Meet department standards to adherence metric
• Adherence metric is evaluated daily
• Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care, and concern with every internal and external customer
• Multi - task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines

Requirements:

• High School Diploma/GED OR equivalent experience
• Must be 18 years OR older
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• 1+ years of experience in a medical environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Knowledge of Medical Terminology
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00 am - 5:00 pm MST
• 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
• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• 1+ years prior health care experience
• Ability to type 40 wpm