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Client Support Specialist
2 months ago
Optum is a worldwide entity dedicated to enhancing health, utilizing technology to assist millions in achieving better health outcomes. Your contributions will directly impact the well-being of individuals by connecting them with essential care, pharmacy benefits, data, and resources necessary for their optimal health. Our workplace fosters a culture of diversity and inclusion, with talented colleagues, comprehensive benefits, and opportunities for career advancement. Make a meaningful difference in the communities we serve as we strive to promote health equity on a global scale.
This role is a full-time position requiring 40 hours per week, Monday through Friday. Employees will work an 8-hour shift during standard business hours. Flexibility for occasional overtime may be necessary based on business needs.
We provide 3 weeks of paid training, with hours from 8:00 AM to 5:00 PM, Monday through Friday.
Key Responsibilities:
- Handle 70-80 incoming calls daily from clients, determining the type of assistance required.
- Engage in active listening and ask relevant questions to identify specific inquiries or concerns while accurately documenting information in our systems.
- Investigate complex issues 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 platforms, requiring proficiency in computer navigation while engaging empathetically with callers. Our training program will equip you with knowledge about various products, plans, and member benefits, enabling you to create positive experiences and earn appreciation from clients.
Your performance will be recognized and rewarded in an environment that encourages growth and provides clear pathways for success in your role and beyond.
Required Qualifications:
- High School Diploma or GED.
- Must be at least 18 years old.
- A minimum of 1 year of experience in a customer service setting, utilizing phones and computers as primary tools.
- Proficiency with computers and Windows-based applications, including the ability to navigate and learn new systems.
- Typing speed 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:
- At least 1 year of experience in the healthcare field.
- Familiarity with medical terminology.
Essential Skills:
- Proven ability to listen attentively, gather pertinent information, build rapport, and respond compassionately to clients.
- Strong conflict resolution skills to address issues effectively in high-pressure situations.
- Capability to independently troubleshoot IT and computer-related issues.
Optum is committed to providing a comprehensive benefits package, including health coverage, incentive programs, stock purchase options, and retirement contributions, all subject to eligibility criteria. Our mission is to help individuals lead healthier lives and improve the health system for everyone, ensuring equitable care that addresses disparities and enhances health outcomes.
Optum is 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, and candidates must pass a drug test prior to employment.
