About this role
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Customer Service Representative will be responsible for answering incoming calls from healthcare providers and members, resolving issues on the first call, and maintaining strong relationships with both members and providers.
Responsibilities:
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and members and identify the type of assistance the caller 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 members and providers
- 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
- Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, and attendance
Requirements:
- High School Diploma / GED or equivalent work experience
- Must be 18 years of age OR older
- 1+ years of experience in a related environment (i.e. call center, customer service, office 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
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
- Ability to work full-time, Monday - Friday between 8:00am - 5:00pm CST including the flexibility to work occasional overtime given the business need
- Must reside in the Central Time Zone
- 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
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
- Health care experience
- Call center experience