Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are looking for a knowledgeable and proactive advocate to support and enhance the performance of our Digital chat support process. The advocate will play a critical role in ensuring process excellence by providing timely updates, conducting refresher and query sessions, and driving team performance through expertise and guidance

Primary Responsibilities:

• 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
• Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools
• App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate's knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using
• Read between the lines." Visitors don't necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement
• Adapt to continual change as the department fine-tunes the messaging program"
• Maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered. The result is a superior customer service experience for the consumer, and a superior professional experience for you - where you can personalize your interactions and have a meaningful impact on our business
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

• Any Graduate Degree

• Customer Service experience

• 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