Client Support Specialist

1 week ago

Colorado Springs, Colorado, United States Optum Full time
Position Overview

Optum is a worldwide organization dedicated to enhancing health, supported by technology to assist millions in achieving better health outcomes. Your role within our organization will significantly impact health results by connecting individuals with necessary care, pharmacy benefits, data, and resources to promote their well-being. Here, you will discover a culture driven by diversity and inclusion, skilled colleagues, comprehensive benefits, and opportunities for professional growth. Contribute to the communities we serve as we work towards advancing health equity globally.

This role is a full-time position (40 hours/week) operating Monday through Friday. Employees are expected to fulfill an 8-hour shift during standard business hours. There may be instances where overtime is required based on business needs.

We provide three weeks of paid training on the job. Training hours will align with regular business hours.

Key Responsibilities:

  • Handle 70-80 incoming calls daily from clients, determining the type of support required
  • Engage in active listening and ask relevant questions to pinpoint specific inquiries or issues while accurately documenting information in our systems
  • Investigate complex problems across various databases and collaborate with support resources to resolve client issues or escalate when necessary
  • Coordinate appointments for patients, ensuring accurate entry and updates of demographic information

This position presents both challenges and rewards. You will be tasked with researching intricate issues across multiple systems, requiring proficiency in computer navigation while engaging empathetically with callers. Our training will equip you with knowledge about the diverse products, plans, and benefits available to members, enabling you to create positive experiences and receive appreciation from callers regularly.

Your performance will be acknowledged and rewarded in an environment that challenges you while providing clear guidance on achieving success in your role, along with opportunities for advancement into other positions you may find appealing.

Essential Qualifications:

  • High School Diploma or GED
  • Must be at least 18 years old
  • A minimum of 1 year of experience in a customer service role (e.g., office, administrative, clerical) utilizing phones and computers as primary tools
  • Proficient in using computers and Windows-based applications, with the ability to navigate and learn new complex systems
  • Typing ability of at least 40 words per minute
  • Willingness to work an 8-hour shift during standard business hours, with potential for occasional overtime

Preferred Qualifications:

  • At least 1 year of experience in the healthcare sector
  • Familiarity with medical terminology

Soft Skills:

  • Proven ability to listen attentively, gather relevant information, build rapport, and respond compassionately to clients
  • Strong conflict resolution skills to address issues in high-pressure situations
  • Capability to independently troubleshoot IT or computer-related issues

Compensation for this position is competitive and reflects various factors including local labor markets, education, work experience, and certifications. In addition to your salary, we offer a comprehensive benefits package, incentive programs, stock purchase options, and 401k contributions, all subject to eligibility requirements.

At Optum, our mission is to empower individuals to lead healthier lives and improve the health system for everyone. We believe that everyone deserves the opportunity to achieve their healthiest life, regardless of race, gender, sexuality, age, location, or income. We are committed to addressing health disparities and enhancing health outcomes, which is a core priority of our mission.

Optum is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to any characteristic protected by law.

Optum maintains a drug-free workplace. Candidates are required to pass a drug test prior to employment.

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