Join the Optum Team: Delivering Health Equity and Exceptional Patient Experiences from Anywhere
Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and inclusive environment where your contributions will directly improve health outcomes? Look no further than Optum, a global organization that is revolutionizing the way healthcare is delivered. We are seeking a highly skilled and compassionate Customer Service Representative to join our team on a national remote basis.
About Optum and Our Mission
Optum is a leading health services company that uses technology and data to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone, regardless of their background or circumstances, deserves access to quality healthcare and the opportunity to live their healthiest life. As a Customer Service Representative at Optum, you will play a critical role in delivering on this mission by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best.
Our Culture and Values
At Optum, we are committed to creating a culture that is guided by diversity, inclusion, and a passion for delivering exceptional customer experiences. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and business success. Our culture is built on the following values:
- Compassion: We care about the well-being of our customers and colleagues.
- Integrity: We act with honesty, transparency, and ethics in all our interactions.
- Accountability: We take ownership of our actions and outcomes.
- Respect: We value diversity, inclusion, and the unique contributions of our colleagues.
- Excellence: We strive for excellence in everything we do.
Job Summary
As a Customer Service Representative at Optum, you will have the flexibility to work from anywhere within the United States and will be responsible for delivering exceptional customer experiences to patients and third-party vendors. You will work in a fast-paced, high-volume environment and will be required to develop knowledge of our various products and multiple levels of benefits within each product. Your primary goal will be to resolve customer issues on the first call, navigate complex computer systems, and provide accurate and helpful information to our customers.
Key Responsibilities
- Customer Interactions: Answer incoming phone calls from patients and third-party vendors to identify the type of assistance they need.
- Issue Resolution: Focus on resolving customer issues on the first call, navigating through complex computer systems to identify the status of the issue and provide an appropriate response.
- Information Delivery: Deliver information and answer questions in a positive manner to facilitate strong relationships with clients' customers.
- Documentation: Complete the necessary documentation to track provider issues and facilitate the reporting of overall trends.
- Product Knowledge: Develop knowledge of our various products and multiple levels of benefits within each product to best assist our providers/customers.
Requirements and Qualifications
Essential Qualifications
- Education: High School Diploma or GED required.
- Experience: 2 years of experience in written correspondence with clients/customers, 2 years of experience in a metrics-based role, and 2 years of experience in a customer service call center environment.
- Technical Skills: Familiarity with using computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
- Availability: Ability to work any shift between the hours of 8:30 AM - 5:00 PM MST from Monday - Friday.
- Age: Must be 18 years of age or older.
Preferred Qualifications
- Prior Healthcare Experience: Prior experience in the healthcare industry is preferred.
Soft Skills and Competencies
To succeed in this role, you will need to possess the following soft skills and competencies:
- Communication Skills: Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner.
- Problem-Solving Skills: Skilled in problem-solving to quickly assess current state and formulate recommendations.
- Adaptability: Ability to adapt to changing situations and priorities.
- Time Management: Ability to manage time effectively and prioritize tasks.
Telecommuting Requirements
As a remote worker, you will be required to:
- Secure Work Environment: Keep all company-sensitive documents secure (if applicable).
- Dedicated Work Area: Establish a dedicated work area that is separated from other living areas and provides information privacy.
- High-Speed Internet: Live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.
Career Growth Opportunities and Learning Benefits
At Optum, we are committed to helping our colleagues grow and develop their skills. As a Customer Service Representative, you will have access to:
- Comprehensive Training: 2 weeks of paid on-the-job training to help you develop the skills and knowledge you need to succeed in your role.
- Career Development: Opportunities to advance to other roles within the company.
- Benefits Package: A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.
Work Environment and Company Culture
At Optum, we are committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture is built on the following values:
- Diversity and Inclusion: We value diversity and inclusion and strive to create a workplace that is welcoming to all.
- Collaboration: We believe in the power of collaboration and teamwork.
- Integrity: We act with integrity and honesty in all our interactions.
- Respect: We value respect and empathy in all our interactions.
Compensation and Benefits
We offer a competitive salary and benefits package, including:
- Salary: The hourly range for California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, or Rhode Island residents is $16.00 - $28.27 per hour.
- Benefits: A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Optum, you will have the flexibility to work from anywhere within the United States and will be part of a team that is dedicated to delivering health equity and exceptional patient experiences. We look forward to hearing from you!
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