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Optum is a leading global entity dedicated to enhancing healthcare delivery through innovative technology, assisting millions in achieving better health outcomes. The role you undertake will significantly contribute to connecting individuals with essential healthcare services, pharmacy benefits, data, and resources that promote well-being. Here, you will be part of a culture that values diversity and inclusion, surrounded by skilled colleagues, comprehensive benefits, and ample opportunities for professional growth. Make a meaningful impact on the communities we serve as you help advance health equity on a global scale.
As a Senior Customer Service Representative, you will provide compassionate and exceptional service to a diverse range of callers daily, ensuring that each interaction is meaningful and supportive. Your role will also involve assisting fellow team members by acting as a knowledgeable resource. Both responsibilities present opportunities to exceed customer expectations and foster strong relationships internally and externally. Ultimately, you will take pride in knowing that your efforts have made a positive difference in the lives of customers and colleagues alike.
This is a full-time position requiring flexibility to work various 8-hour shifts during standard business hours. It may be necessary to accommodate occasional overtime based on business needs.
We provide comprehensive on-the-job training to ensure your success in this role.
Key Responsibilities:
- Act as a resource for team members and internal stakeholders.
- Maintain accurate documentation and records.
- Handle incoming calls from customers, identifying their needs for assistance.
- Engage in active listening and ask pertinent questions to clarify customer inquiries while documenting information accurately.
- Resolve customer issues in real-time or through timely follow-up.
- Investigate complex issues across multiple databases and collaborate with support resources to address customer concerns.
- Achieve performance metrics related to efficiency, call quality, customer satisfaction, first-call resolution, and attendance.
Your performance will be recognized and rewarded in an environment that challenges you while providing clear guidance on success and opportunities for 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 standard business hours.
- Must be at least 18 years of age.
Preferred Qualifications:
- 1+ years of experience in a customer service role or similar environment.
Essential Skills:
- Ability to manage multiple tasks and comprehend various products and benefits.
At Optum, our mission is to empower individuals to lead healthier lives and improve the overall health system. We are committed to creating equitable care that addresses health disparities and enhances health outcomes for all individuals.
Optum is an Equal Employment Opportunity / Affirmative Action employer, ensuring that all qualified applicants 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.
