Customer Services Representative Job in Hyderabad at Optum

Optum is hiring for the role of Customer Services 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

Requirements:

• 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