Customer Service Representative
UnitedHealth Group
Taguig City, Philippines
5d ago

Position Description

Primary Responsibilities :

  • Respond and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Own problem through resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests
  • Meet the performance goals established for the position in the areas of : efficiency, call quality, customer satisfaction, first call resolution and attendance
  • Required Qualifications :

    2nd year college completed or college graduate

    At least 6 months of experience in a Call Center (international account)

    Proficient problem-solving approach to quickly assess current state and formulate recommendations

    Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions in order for the customers to understand and act upon

    Proficient conflict management skills and the ability to resolve issues in a stressful situation and to demonstrate personal resilience

    Flexible to customize approach in order to meet all types of member communication styles and personalities

    Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member

    Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)

    Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and / or weekends, as needed

    Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone.

    So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve.

    Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential.

    For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

    Diversity creates a healthier atmosphere : Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

    Optum is a drug-free workplace. 2019 Optum Global Solutions (Philippines) Inc. All rights reserved.

    Job Keywords : Customer Service, Customer Service Representative, CSR, Client Service, Customer Care, Contact Center, Call Center, BPO, Business Process Outsourcing, Taguig City, McKinley, Taguig, NCR, National Capital Region

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