Customer Service Representative-Hyderabad 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.
• 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. 
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives.

Requirements:

• Any Graduate Degree
• Customer Service experience
• General knowledge of computers and business operations
• Proven ability to communicate articulately and credibly
• Solid keyboard skills and experience using helpdesk, ordering or CRM software
• Demonstrated ability to achieve service goals
• Success in highly automated environment
• Dynamic and engaging written communication style
• Excellent interpersonal and business communications skills – verbal and written
• Demonstrated self-motivation