Customer Service Representative

Optum Global Solutions (Philippines), Inc.; Muntinlupa; On-site; PHP 240,000 - 360,000; Full time

Job summary

Optum Global Solutions (Philippines), Inc. is seeking a customer service associate to handle provider inquiries by phone, determine the type of assistance required, and resolve issues on the first contact. You will navigate complex systems and document interactions to help report trends.

Strong English communication and a compassionate, patient demeanor are essential for success. The role requires a high school diploma, prior call center experience, and the ability to multitask in a fast-paced

Qualifications

• High school diploma or equivalent; additional qualifications in customer service or related fields are a plus
• Proven experience in a customer service or call centre environment
• Excellent verbal and written communication skills in English; additional languages are advantageous
• Strong listening skills and the ability to understand customer needs accurately
• Patience, empathy and a genuine desire to help customers
• Ability to multitask and manage time effectively in a fast-paced environment
• Proficiency with computer systems, phone systems and relevant software applications
• Problem-solving ability and the capability to think quickly under pressure
• Professional demeanour and a positive attitude towards work
• Reliability and consistent attendance

Responsibilities

• Answer incoming phone calls from health care providers and identify the type of assistance needed
• Focus on resolving issues on the first call and navigate complex systems to identify status
• Deliver information and answer questions in a positive manner to build relationships
• Complete the documentation necessary to track provider issues and facilitate trend reporting

Skills

Customer service

Communication

Listening

Multitasking

English proficiency

Education

High school diploma

Job description

Key responsibilities

• Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)

• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller

• Deliver information and answer questions in a positive manner to facilitate solid relationships with providers and their staff

• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
  

What we're looking for

• High school diploma or equivalent; additional qualifications in customer service or related fields are a plus

• Proven experience in a customer service or call centre environment

• Excellent verbal and written communication skills in English; additional languages are advantageous

• Strong listening skills and the ability to understand customer needs accurately

• Patience, empathy and a genuine desire to help customers

• Ability to multitask and manage time effectively in a fast-paced environment

• Proficiency with computer systems, phone systems and relevant software applications

• Problem-solving ability and the capability to think quickly under pressure

• Professional demeanour and a positive attitude towards work

• Reliability and consistent attendance