Senior Customer Service Representative – Optum – Full Job Description

Company: Optum
Location: Hyderabad, Telangana
Job Type: Full-time
Salary: Negotiable

Optum is a global organization delivering care, aided by technology, helping millions live healthier lives. Join our team to directly improve health outcomes by connecting people with care, pharmacy benefits, data, and resources. Experience a culture of diversity, inclusion, talented peers, comprehensive benefits, and career development. Make an impact on communities and advance health equity globally. Start Caring. Connecting. Growing together.

Primary Responsibilities:

• Take chat messages per day from customers who have questions about their health benefit
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. Avoid poor grammar, misstatements, or lengthy explanations.
• Provide product information, use service engagement skills, and efficiently use service resources
• Technology comfort and know-how: Adept at using Associate Workspace, other technology, and automation tools.
• App, Website, and SMS savvy: Maintain a high level of familiarity with the digital property the consumer is using
• Interpret what the visitor is really asking by responding with a clarifying question or statement
• Adapt to continual change as the department fine-tunes the messaging program
• Empathize with customers’ concerns and demonstrate understanding, striving to create positive interactions and build rapport.
• Maintain a healthy brand to consumer relationship that benefits member
• Adhering to company policies and procedures, ensuring compliance with guidelines related to customer interactions, data privacy, and security.
• Comply with the terms and conditions of employment contract, company policies and procedures
• Collaborate with colleagues, sharing insights, best practices, and resources to collectively improve customer support effectiveness and efficiency
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).

Required Qualifications:

• Comprehensive knowledge about the company’s products or services, enabling them to provide accurate information and guidance to customers
• Proven ability to maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging
• Proven ability to troubleshoot customer problems and find solutions, utilizing resources and escalating issues when necessary to ensure timely resolution.
• Provide product information, use service engagement skills, and efficiently use service resources
• Proven ability to communicate effectively with customers, ensuring clarity and understanding while maintaining a professional and friendly tone.
• Type at a reasonable pace, 30-45 words in a minute (WPM)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

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