Customer Service Representative - Call Center Support Agent 09/14

Connextions is now Optum. For more than a decade, we’ve been a leading business services partner to the health care industry. We help carriers, providers, employers and other leading firms maximize their revenue and increase their efficiencies by optimizing the customer’s experience. We deliver exceptional service to our clients and empower them to deliver trusted health choices, superior quality and timely information to consumers. Now, teamed with the 80,000 talented and compassionate people who already make Optum their career home, we are looking forward to an entirely new future as part of the UnitedHealth Group family of businesses. You should be part of it.

• Receive inbound calls from customers’ interested in health insurance products. Customers will be responding to TV commercials, direct mail and print advertisements received.
• Generate follow-up appointments to have a licensed field agent go to their home or a licensed agent call them.
• Place outbound calls to customers in our database
• Support Insurance and/or Prescription Drug Plans
• Educate customers on plans and processes
• Provide assistance with enrollment
• Qualify customers for community meetings and in-home appointments
• Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies
• Ensures proactive customer service / sales techniques with the highest degree of courtesy and telephone etiquette
• Performs other duties and tasks as assigned

Minimum Requirements

• Strong customer service skills.
• Experience using Internet, Windows applications (Word, Excel) and eMail services (Outlook)
• Excellent verbal communication skills (vocabulary and articulation)
• Ability to express assurance/confidence and empathy.
• Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Ability to remain focused and productive each day though tasks may be repetitive
• Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change
• Prefer 2 years call center/customer service support.

“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO