Customer Service Representative Job in Hyderabad at Optum

Optum is hiring for the role of Customer Service Representative!

Responsibilities of the Candidate:

• Respond to customer inquiries via live chat regarding prescription refills, order status, medication availability, and insurance coverage
• Educate patients on pharmacy procedures, prescription benefits, and proper medication usage
• Guide patients in navigating online pharmacy platforms and mobile applications
• Resolve issues related to prescription delays, billing, and insurance claims
• Focus on resolving issues on the first chat, navigating through complex computer systems to identify the status of the issue and provide appropriate response to chatter
• Document all interactions accurately in the system
• Collaborate with pharmacists, technicians, and other departments for medication-related concerns
• Escalate complex issues to appropriate personnel when necessary
• Maintain compliance with HIPAA and other healthcare privacy regulations
• Handle up to 2.5 concurrency Chats
• Take chat messages per day from customers who have questions about their health benefits
• Support secure email inquiries
• Use personality and our tools to help customers through the health care benefits available to them
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation.
• Online writing necessitates that associate have an aptitude for knowing when to apply the “dos and don’ts” of online communication
• Provide product information, use service engagement skills, and efficiently use service resources
• Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools
• App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate’s knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using
• Read between the lines.” Visitors don’t necessarily have good writing skills and advocates may have to 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”
• Maintain a healthy brand-to-consumer relationship that benefits the consumer.
• Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered.
• The result is a superior customer service experience for the consumer, and a superior professional experience for you – where you can personalize your interactions and have a meaningful impact on our business

Requirements:

• Any Graduate Degree
• Customer Service experience