Job Description

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.This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am - 4:00pm PST. It may be necessary, given the business need, to work occasional overtime.We offer 2 weeks of paid training. The hours of training will be based on your schedule or will be discussed on your first day of employment. Primary Responsibilities:Occasional shadowing/training of newly hired staffReceives and records customer concerns via phone. Acts to resolve concerns in accordance for corporate guidelines and standards for all areas of claims, authorizations and IPA functionalityFunctions as liaison between physician, health plan, and IPA staffAbility to interpret provider and health plan contracts to ensure accurate responses to callsLog issues into the Customer Service Tracking database that require resolution and/or follow-upPlan and organize workload to ensure efficient and timely resolution of issuesRespond to callers with the resolution of issues in a timely manner in accordance with the guidelines set by the departmentParticipates in telephonic surveys as required by managementFollow and support the guidelines set by the department and organization to ensure overall goals are metMaintain minimum standards for the department for quality and quantity of calls receivedFoster interpersonal relationships, showing empathy and understanding towards staff, protecting individual self-esteem. Understand own impact on others; interact effectively with peers, subordinates, and supervisorsAny other assigned duties as delegated by the Customer Service Supervisor