Customer Service Representative

About the Role

Optum is a global organization focused on improving health outcomes through technology and connecting people with the care, pharmacy benefits, data, and resources they need.

Key Responsibilities

• Handle chat messages from customers regarding health benefits.
• Support secure email inquiries.
• Assist customers with healthcare benefits using personality and provided tools.
• Communicate online in a conversational manner that promotes dialogue and rapport.
• Avoid poor grammar, misstatements, or lengthy explanations in online writing.
• Demonstrate an aptitude for understanding and applying online communication "dos and don'ts."
• Type at a reasonable pace (30-35 WPM).
• Provide product information, utilize service engagement skills, and efficiently use service resources.
• Be adept at using Associate Workspace, other technology, and automation tools.
• Maintain a high level of familiarity with digital properties (App, Website, SMS) used by consumers.
• Interpret customer inquiries and respond with clarifying questions or statements.
• Adapt to continual changes in messaging programs.
• Maintain a healthy brand-to-consumer relationship.
• Communicate with consumers primarily through messaging, leveraging its time flexibility and connection capabilities.
• Personalize interactions to provide a superior customer service experience.
• Comply with all applicable Company policies, procedures, and business directives.

Requirements & Tech Stack

• General knowledge of computers and business operations.
• Proven ability to communicate articulately and credibly.
• Solid keyboard skills.
• Experience using helpdesk, ordering, or CRM software.
• Demonstrated ability to achieve service goals.
• Success in a highly automated environment.
• Dynamic and engaging written communication style.
• Excellent interpersonal and business communication skills (verbal and written).
• Demonstrated self-motivation.
• Ability to work in night shifts.
• Technology comfort and know-how.
• App, Website, and SMS savvy.

Qualifications

• Any graduate except (Btech/Medical degree).
• 18+ months of experience / Freshers would also be considered.
• 6+ months of international experience.
• Chat process experience.

Preferred Qualifications

• Customer Service experience.
• Sales or account management experience.
• Familiarity with the Health Care/Insurance environment (medical terminology, health plan documents, benefit plan design).
• Knowledge of social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations).