Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The role involves answering customer calls, identifying their needs, and resolving issues while providing excellent customer service.

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

Requirements:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 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
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Knowledge of Medical Terminology
• Ability to work full-time (40 hours/week) Monday - Friday. Employees are required to work our normal business hours of 8:00am - 5:00pm MST. It may be necessary, given the business need, to work occasional overtime
• Reside within Arizona, Nevada, Utah or New Mexico
• 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 of health care experience
• Ability to type 40 WPM