Senior Customer Service Representative Job in Bangalore at Optum

Optum is hiring for the role of Customer Service Representative!

Responsibility of the Candidate:

• Serve as a resource or Subject Matter Expert for team members or internal customers
• Handle escalated calls, resolving more complex customer issues
• Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self-sufficient with our tools
• This role is equally challenging and rewarding. You’ll be on the phone for long periods and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You’ll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so callers fully understand their health care plans and solutions.

Requirements:

• High school diploma, GED or equivalent years of work experience
• 1+ years of customer service experience OR experience in a medical office, health care, call center or office setting analyzing and solving customer problems
• 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
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Proficient conflict management skills including the ability to resolve stressful situations