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Client Support Specialist

2 months ago

Middletown, New York, United States Optum Full time

Optum is a worldwide entity that provides healthcare solutions, enhanced by technology, to assist millions in achieving better health. Your contributions to our team will significantly influence health outcomes by linking individuals with the necessary care, pharmacy benefits, data, and resources to enhance their well-being. Here, you will discover a culture rooted in diversity and inclusion, skilled colleagues, extensive benefits, and opportunities for career advancement. Join us to make a difference in the communities we serve as we work towards global health equity. Together, we can start Caring. Connecting. Growing together.

This role is full-time, requiring employees to be adaptable to work any of our 8-hour shift schedules during standard business hours. The shifts may vary, and it may be necessary to work additional hours, weekends, and holidays based on business needs.

We provide 3 weeks of comprehensive training, with training hours set from 8:00 am to 4:00 pm, Monday through Friday.

Key Responsibilities:

  • Deliver exceptional customer service
  • Consistently meet established productivity, schedule adherence, and quality benchmarks
  • Handle complex customer inquiries
  • Address customer service requests which may include:
  • Benefit and Eligibility inquiries
  • Billing and Payment concerns
  • Requests for customer materials
  • Physician assignments
  • Authorization for treatment
  • Explanation of Benefits (EOB)

Your performance will be acknowledged and rewarded in an environment that will challenge you and provide clear guidance on what it takes to excel in your role, as well as support your development for other potential roles.

Required Qualifications:

  • High School Diploma / GED
  • Must be at least 18 years old
  • 1+ years of customer service experience in problem-solving, OR 1+ years of experience in an office environment utilizing the telephone and computer as primary tools
  • Basic proficiency with Windows PC applications, including the ability to learn new and complex software systems
  • Willingness to work 100% onsite
  • Flexibility to work during standard business hours, with the possibility of occasional overtime, weekends, and holidays as needed

Preferred Qualifications:

  • Ability to navigate a computer while engaging with customers on the phone
  • Capability to multi-task, understanding various products and their associated benefits
  • Ability to maintain focus and productivity, even with repetitive tasks

Work Environment:

  • Frequent communication, active listening using a headset, sitting, and using hands/fingers across a keyboard or mouse, with long periods spent working at a computer
  • Service center atmosphere with moderate noise levels due to representatives communicating, computer operations, and general activity

Compensation: The hourly wage for this position is competitive and based on various factors, including local labor markets, education, work experience, and certifications. Optum offers a comprehensive benefits package, including incentive and recognition programs, stock purchase options, and 401k contributions, all subject to eligibility requirements.

At Optum, our mission is to help individuals lead healthier lives and enhance the health system for everyone. We believe that everyone, regardless of race, gender, sexuality, age, location, or income, deserves the opportunity to achieve their healthiest life. We are dedicated to addressing health disparities and improving health outcomes, reflecting our commitment to equity in healthcare.

Diversity fosters a healthier environment: 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. Candidates are required to pass a drug test prior to employment.