Customer Support Representative null

Your role

Primary responsibilities

• Take chat messages per day from customers who have questions about their health benefits
• Support secure email inquiries
• Use personality and their tools to help customers through the health care benefits available to them
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. The associate must avoid poor grammar, misstatements, or lengthy explanations. Online writing necessitates that the associate has an aptitude for knowing when to apply the “dos and don’ts” of online communication
• Type at a reasonable pace, 30-35 words a minute (WPM)
• Provide product information, use service engagement skills, and efficiently use service resources
• Technology comfort and know-how: The 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 the 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 regards 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

About you

Required qualifications

• Any Graduate (Excluding B tech/MCA)
• Proven excellent interpersonal and business communication skills – verbal and written
• General knowledge of computers and business operations
• Minimum typing speed of 35-40 Words Per Minute

Benefits

Optum's breadth of resources includes competitive programs, various work settings (like remote, hybrid or on-site roles) and comprehensive benefits that address unique lifestyles and needs. The benefits provided include:

• Exercise and mindfulness apps
• Wellness coaching and financial tools
• Health and insurance
• Savings and retirement
• Paid Time Off (PTO)
• Paid company holidays
• Tuition reimbursement
• Parental leave
• Employee Assistance Program
• Adoption assistance, and more

Training & development

Employees have access to resources, mentoring, and training designed to support growth and personal empowerment. You will experience working in a collaborative and inclusive environment, and experience a culture that emphasizes truthfulness, integrity, and innovation, fostering both personal and professional growth.

Career progression

At Optum, career progression is supported within an inclusive, equitable, and diverse environment where employees are valued and encouraged to reach their full potential. They foster a culture of innovation, celebrating diversity and rewarding performance while offering global career opportunities. Employees are empowered to grow through accountability, recognition, and collaboration with a passionate team.

To know more, watch this video:

Sources

The following sources were used in researching this page:

• unitedhealthgroup.com/careers/in/work.html
• unitedhealthgroup.com/careers/in/culture/what-we-offer.html
• youtube.com