Customer Service Representative - Colorado Springs, CO

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time, Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 5:00 pm MST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 2 S Cascade Suite 140 Colorado Springs, CO 80903.

We offer 3 weeks of paid on-the-job training. The hours during training will be 8:00 am - 5:00 pm from Monday - Friday.

Primary Responsibilities:

• Answer 70-80 incoming phone calls per day from customers and identify the type of assistance the customer needs
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 
• Scheduling appointments for patients – entering and updating demographics

This role is equally challenging and rewarding. You’ll be called on to research complex issues across multiple databases. It requires fluency in computer navigation and toggling while you confidently and compassionately engage in dialogue with the caller. Be assured that our training will provide you with knowledge of the various products, plans and levels of benefits available to members and you’ll soon find yourself creating positive experiences and earning the gratitude of callers on an hourly basis.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 1+ years of experience in customer service environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools 
• Experience with computers and Windows based applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to type at the speed of 40 WPM (words per minute)
• Ability to work an 8-hour shift schedule during our normal business hours of 8:00 am - 5:00 pm MST from Monday - Friday including the flexibility to work occasional overtime based on business need

Preferred Qualifications:

• 1+ years of prior health care experience
• Knowledge of Medical Terminology

 
Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills to resolve issues in a stressful situation
• Ability to troubleshoot IT / Computer issues independently