Call Center Representative (Chat Support) - San Juan, PR

Optum; San Juan (PR); On-site; USD 28,000 - 38,000; Full time

Job summary

Optum in San Juan, PR is seeking a Call Center Representative (Chat Support) to assist providers with credentialing and contracting updates. You will engage with callers via live chat and phone, navigate complex systems, and deliver accurate information in a courteous, professional manner to ensure timely resolutions.

This role requires 1+ years in customer service or related fields, strong computer skills, and the ability to work 40 hours per week during standard business hours.

Qualifications

• 1+ years of experience in a related environment (office, administrative, clerical, customer service) using phones and computers as primary tools.
• Ability to navigate and learn new and complex computer system applications (Microsoft Windows).
• Available to work 40 hours per week, Monday–Friday, during 8:00am–6:00pm local time; holidays/overtime may be required.

Responsibilities

• Provides customer service support to providers through live phone or live chat, updating credentialing or contracting status and validating state-specific requirements.
• Focus on resolving issues on first contact by navigating complex systems and providing appropriate responses.
• Deliver information and answer questions positively to build rapport with providers.
• Complete documentation to track provider issues and facilitate trend reporting.
• Complete outbound calls as needed to resolve cases.
• Other duties or projects as assigned.

Skills

Customer service

Call center

Microsoft Windows

English proficiency

Typing speed

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Call Center Representative (Chat Support) - San Juan, PR (2388853)

Call Center Representative (Chat Support) - San Juan, PR - 2388853

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 startCaring. Connecting. Growing together.

This role is equally challenging and rewarding. 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.

Primary Responsibilities:

• Provides customer service support to providers through live phone call or live chat, to give updates on their credentialing status or contracting status and validates state specific requirement
• Focus on resolving issues on the first interaction, navigating through complex computer systems to identify the status of the issue and provide appropriate response to the provider
• Deliver information and answer questions in a positive manner to facilitate solid relationships with providers and continue to establish rapport
• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
• Complete outbound calls as needed to complete case resolutions
• Other duties or projects may apply

***ENGLISH PROFICIENCY ASSESSMENT WILL BE REQUIRED AFTER APPLICATION***

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:

• 1+ years of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Microsoft and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Available to work (40 hours/week) Monday- Friday. Flexible to work any of our 8 hour shift schedules during our normal business hours of 8:00am to 6:00pm ATL. It may be necessary, given the business need to work holidays and overtime

Preferred Qualification:

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call 1-866-566-8715 to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.