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Client Support Specialist

2 months ago

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

Optum is a worldwide entity that provides healthcare solutions, leveraging technology to assist millions in achieving better health outcomes. Your role will significantly impact health results by linking individuals with essential care, pharmacy benefits, data, and resources to enhance their well-being. Here, you will experience a culture driven by diversity and inclusion, skilled colleagues, extensive benefits, and opportunities for professional growth. Contribute to the communities we serve as we strive to promote health equity globally.

This is a full-time position (40 hours/week) with a schedule from Monday to Friday. Employees are expected to fulfill an 8-hour shift during standard business hours.

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

Key Responsibilities:

  • Handle 70-80 incoming calls daily from clients, determining the assistance required.
  • Engage in active listening and ask relevant questions to pinpoint specific inquiries or issues while documenting necessary information in our systems.
  • Investigate complex matters across various databases and collaborate with support resources to resolve client concerns or escalate issues as needed.
  • Manage appointment scheduling for clients, 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 maintaining a compassionate dialogue 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 earn appreciation from clients consistently.

Your performance will be acknowledged and rewarded in an environment that will challenge you and provide clear guidance on achieving success in your role, along with opportunities for advancement into other positions of interest.

Essential Qualifications:

  • High School Diploma or GED
  • Minimum age of 18 years
  • At least 1 year of experience in a customer service role, utilizing phones and computers as primary tools
  • Proficient in using computers and Windows-based applications, with the ability to navigate and learn new systems
  • Typing proficiency of at least 40 words per minute
  • Availability to work an 8-hour shift during standard business hours, with potential for occasional overtime

Preferred Qualifications:

  • 1+ years of experience in the healthcare sector
  • Familiarity with medical terminology

Soft Skills:

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

Optum is committed to fostering a diverse workplace. We are an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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