Logo of Huzzle

Customer Service Representative

image

Optum

16d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Hyderabad, +1

AI generated summary

  • You need a high school diploma or equivalent, 1+ years in customer service or healthcare, strong computer skills, and the ability to communicate complex information simply and manage conflicts effectively.
  • You will resolve complex customer issues, educate on health care plans, assist with appointment scheduling, and guide users on myuhc.com, ensuring outstanding service and support.

Requirements

  • High school diploma, GED or equivalent years of work experience
  • 1+ years of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
  • Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
  • Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
  • Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
  • Proficient conflict management skills including the ability to resolve stressful situations

Responsibilities

  • Serve as a resource or Subject Matter Expert for team members or internal customers
  • Handle escalated calls, resolving more complex customer issues
  • Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquiries in a timely and professional manner
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools

FAQs

What is the primary role of a Senior Customer Service Advocate at UnitedHealthcare?

The primary role is to provide compassionate and empathetic support to customers, helping them navigate their health care options, resolve complex issues, and educate them about their health benefits.

What qualifications are required for the Customer Service Representative position?

A high school diploma or GED, at least 1+ years of customer service experience or relevant experience in health care settings, familiarity with computer applications, and demonstrated skills in listening and conflict management are required.

Is prior health care experience preferred for this role?

Yes, prior health care experience is preferred, along with knowledge of billing, finance, and eligibility processes.

How many calls are representatives expected to handle daily?

Representatives are expected to provide support to 50 to 70 callers each day.

What type of issues will a Senior Customer Service Advocate be resolving?

They will be handling escalated calls and resolving more complex customer issues related to health care plans and services.

What tools or systems will the representative need to navigate?

Representatives will need to navigate various computer systems and websites, including myuhc.com and other UnitedHealth Group platforms.

How does the job impact the lives of customers?

The job involves helping customers make informed decisions about their health care, ensuring they understand their options and get access to care effectively.

What should candidates expect in terms of the work environment?

Candidates should expect a challenging yet rewarding environment that involves extended phone communication and management of diverse customer personalities and situations.

Are there any specific skills emphasized for this position?

Yes, key skills include listening skillfully, conflict management, the ability to simplify complex health care processes, and building rapport with customers.

Is there a drug testing requirement for employment?

Yes, candidates are required to pass a drug test before beginning employment.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Optum is a health services and technology company that provides a wide range of solutions to improve healthcare delivery and outcomes. They offer services in healthcare management, data analytics, pharmacy benefit management, and technology solutions to healthcare providers, payers, employers, and government agencies. Optum's ultimate mission is to improve the health system's efficiency and effectiveness, creating a healthier world for everyone. Their purpose lies in collaborating with healthcare partners to address complex challenges, such as improving care coordination, reducing healthcare costs, and enhancing patient experiences. By leveraging data-driven insights and innovative technology, Optum aims to empower healthcare professionals and organisations to deliver high-quality, patient-centered care and drive positive healthcare outcomes for individuals and communities worldwide.

Culture & Values

  • Integrity

    Honour commitments. Never compromise ethics.

  • Compassion

    Walk in the shoes of people we serve and those with whom we work.

  • Relationships

    Build trust through collaboration.

  • Innovation

    Invent the future, learn from the past.

  • Performance

    Demonstrate excellence in everything we do.