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Experienced Customer Support Specialist
2 months ago
Optum is a worldwide organization dedicated to enhancing health outcomes through innovative technology and compassionate care. Your role within our team will significantly contribute to improving the health and well-being of individuals by connecting them with essential resources, including care, pharmacy benefits, and data. We foster a culture of diversity and inclusion, offering talented colleagues, comprehensive benefits, and opportunities for professional growth. Make a meaningful impact on the communities we serve as we work towards advancing health equity globally.
As a Senior Customer Service Representative, you will provide exceptional service to a diverse range of callers daily, ensuring that each interaction is approached with empathy and understanding. Your responsibilities will include supporting your colleagues by acting as a knowledgeable resource. This role offers you the chance to exceed customer expectations by building strong relationships both internally and externally. Ultimately, you will take pride in knowing that your efforts have made a positive difference in the lives of those you assist.
This is a full-time position requiring flexibility to work within designated hours. Our operations are conducted during standard business hours, and occasional overtime may be necessary based on business needs.
We provide comprehensive training to ensure your success in this role. Training will be conducted during regular business hours.
Key Responsibilities:
- Act as a resource for team members and internal clients.
- Maintain accurate documentation and records.
- Handle incoming calls from customers, identifying their needs related to benefits, billing, and treatment authorizations.
- Utilize active listening skills to pinpoint specific inquiries while accurately documenting information in our systems.
- Resolve customer issues in real-time or through timely follow-up, ensuring a seamless experience.
- Investigate complex issues using multiple databases and collaborate with support teams to address escalated concerns.
- Achieve performance targets in areas such as efficiency, call quality, and customer satisfaction.
Your contributions will be recognized in an environment that encourages performance excellence and provides clear pathways for career advancement.
Required Qualifications:
- High School Diploma or GED.
- Minimum of 1 year of customer service experience.
- Proficiency with computer systems and applications, with the ability to learn new software quickly.
- Availability to work full-time during designated hours.
- Must be at least 18 years of age.
Preferred Qualifications:
- 1+ years of experience in a customer service role or similar office environment.
Essential Skills:
- Ability to manage multiple tasks while understanding various products and their associated benefits.
At Optum, we are committed to creating a healthier world for everyone. We believe in equitable access to health resources for all individuals, regardless of their background. Our mission is to address health disparities and improve outcomes through our comprehensive approach to care.
Optum is an Equal Employment Opportunity / Affirmative Action employer. 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.
