Customer Service Representative

About the Role

Optum is a global organization focused on delivering care aided by technology to improve health outcomes. The work directly impacts millions of people by connecting them with essential care, pharmacy benefits, data, and resources. The culture emphasizes inclusion, talented peers, comprehensive benefits, and career development.

Key Responsibilities

• Take chat messages from customers regarding health benefits.
• Support secure email inquiries.
• Utilize personality and tools to guide customers through health care benefits.
• Communicate online conversationally, promoting dialogue and rapport.
• Maintain appropriate online writing, avoiding poor grammar and lengthy explanations.
• Type at 30-35 words per minute (WPM).
• Provide product information, employ service engagement skills, and efficiently use service resources.
• Demonstrate technology comfort and know-how, including proficiency with Associate Workspace, other technology, and automation tools.
• Maintain a high level of familiarity with apps, websites, and SMS platforms consumers use.
• Interpret customer inquiries by responding with clarifying questions or statements.
• Adapt to continual change in messaging program fine-tuning.
• Maintain a healthy brand-to-consumer relationship.
• 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 night shifts.
• Typing speed of 30-35 WPM.

Qualifications

• Any graduate except B.Tech or Medical degree.
• 18+ months of experience or freshers will be considered.
• 6+ months of international experience.
• Customer Service experience (preferred).
• Sales or account management experience (preferred).
• Familiarity with Health Care/Insurance environments (medical terminology, health plan documents, benefit plan design) (preferred).
• Knowledge of social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations) (preferred).