Customer Service Representative

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Responsibilities

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You'll be empowered to compassionately deliver an exceptional experience to between 50 to 70 callers per day always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll help them make informed decisions about their care services by answering their questions, resolving their issues or helping them enroll in and/or select a health plan. You'll do this by developing and maintaining a productive relationship and interaction with all callers, while providing personalized, and consultative education and information. Here, you'll join us on a mission to deliver the best customer service in the health care industry. Period. Your compassion and customer service expertise combined with our support, training and development will ensure your success. This is no small opportunity. This is where you can bring your compassion for others while doing your life's best work.(sm)

Primary Responsibilities:

  • Respond to 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 to 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

Requirements

  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Fresh Grad / Entry Level specializing in BPO/Call Center or equivalent.

Additional Requirements

WHAT WE OFFER:

  • Market Competitive Pay Levels

  • Retirement Plan

  • Medical Plan (HMO)

  • Dental, Medical, and Optical Reimbursements

  • Life and Disability Insurance

  • Paid Time-Off Benefits

  • Sick Leave Conversion

  • Tuition Fee Reimbursement

  • Employee Assistance Program (EAP)

  • Annual Performance Based Merit Increases

  • Training and Staff Development

  • Employee Referral Program

  • Employee Volunteerism Opportunity

  • All Mandatory Statutory Benefits

Additional Information

  • Location: Taguig City, NCR.
  • Full Time position(s) are available.
  • Number of vacancies: 50.

Careers at Optum

If you’re going to change careers, why not look for an employer that’s out to change everything? If you have that kind of appetite for change, Optum is the right place for you. As part of the growing UnitedHealth Group family of businesses, we’re driving innovation and change all over the world. That’s creating opportunity right here in the Philippines for people with energy, passion and a focus on quality. We’re driven to help people live healthier lives and to helpmake the health care system work better for everyone. We want to make a difference and that makes this the one job opportunity that can change everything for you.