Customer Service Representative Job at Optum

Optum is hiring for the role of Customer Service Representative!

Responsibilities of the Candidate:

• Answer incoming phone calls from health care providers (e.g., physician offices, clinics)
• Identify the type of assistance the provider needs, such as:
• Benefits and eligibility
• Billing and payments
• Authorizations for treatment
• Explanation of benefits
• Focus on resolving issues during the first call whenever possible
• Navigate complex computer systems to determine issue status and provide accurate responses
• Deliver information and answer questions positively to build strong relationships with providers and their staff
• Complete necessary documentation to track provider issues
• Contribute to the reporting and analysis of overall issue trends
• Comply with all terms and conditions of the employment contract, company policies, and procedures
• Adhere to directives related to:
• Transfers or re-assignments
• Team or shift changes
• Work benefits and environment flexibility
• Alternative work arrangements
• Acknowledge that the company may modify or rescind policies and directives at its sole discretion

Requirements:

• High school diploma, GED or equivalent work experience
• 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
• Skilled in problem solving to quickly assess current state and formulate recommendations
• 1 to 2 year of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience