Customer Service Representative

Optum India; Gurugram District; On-site; INR 250,000 - 420,000; Full time

Job summary

Optum India in Gurugram is seeking a chat-based customer service associate to assist with health benefits inquiries. You will handle chat messages and secure emails, provide clear product information, and guide customers through health plan details.

The role requires strong written communication, computer literacy, and familiarity with healthcare/insurance environments. Freshers and candidates with 18+ months of experience are welcome, including night shifts.

Qualifications

• 18+ months of experience / Freshers would also be considered
• 6+ months of international experience Chat process
• Any graduate except (Btech/ Medical degree)
• Proven ability to communicate articulately and credibly
• Solid keyboard skills and experience using helpdesk, ordering or CRM software
• Demonstrated ability to achieve service goals
• Sales or account management experience (preferred)
• Health Care/Insurance environment familiarity
• Knowledge of medical terminology and health plan documents (preferred)

Responsibilities

• 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
• Type at a reasonable pace, 30-35 words a minute (WPM)
• Provide product information, use service engagement skills, and efficiently use service resources
• Maintain familiarity with digital properties consumers use
• Read between the lines and clarify customer questions when needed
• Adapt to continual change as the department fine-tunes messaging
• Maintain a healthy brand-to-consumer relationship through messaging

Skills

Chat support

Written communication

Helpdesk software

CRM software

Interpersonal skills

Night shifts

Education

Graduate degree (not Btech/Medical)

Tools

CRM software

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.

Primary Responsibilities

• 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
• 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: 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 all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Soft Skills

• 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
• Ability to work in night shifts

Required Qualifications

• Any graduate except (Btech/ Medical degree)
• 18+ months of experience / Freshers would also be considered
• 6+ months of international experience Chat process

Preferred Qualifications

• Customer Service experience
• Sales or account management experience
• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Knowledge of social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.