Call Center Representative (Agent Support) - San Juan, PR
About The Position
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.
Requirements
- 1+ years of Customer Service experience
- Experience in a production environment
- Proficiency with Microsoft Office (Microsoft Office - Outlook, Excel, PowerPoint, Word)
- PC Navigation experience
- Availability to work a full-time schedule, 40 hours a week at minimum, Monday - Friday from 8:00am - 9:00pm. (You will be required to work evenings, holidays, weekends, variable schedule(s) and overtime as necessary during peak seasons.)
- Bilingual Spanish/English proficiency
Nice To Haves
- Experience in a call center environment
- Sales experience
- Healthcare and/or insurance industry experience
- Medicare knowledge
- Experience navigating a computer while on the phone
Responsibilities
- Provide phone support to Sales Agents by providing high quality service and offering applicable sales solutions
- Approach every interaction with a growth mindset and treating each Sales Agent with respect, courtesy, and genuine desire to help
- Be an established authority on Sales Agent tools, products, features; service issues, systems, and content, to aid Agents in successfully completing sales transaction, sales content navigation, and member applications
- Complete training requirements to stay current on existing and new content, systems, products, to advance skills, and to maintain proficiency on company values, organization requirements, and industry guidelines
- Provide a quality experience and partner with stakeholders including Internal Sales Agents, Field Sales Agents, Sales Leadership, Operations, and Tier 2 Partners
- Proactively deepen Agent engagement with self-service tools by offering tips, updates, and best practices
- Accurately document interaction resolution in various systems in a clear and concise manner
- Meet and exceed performance goals on a weekly, monthly, quarterly, and annual basis
- Proactively engage in and utilize career development resources
- Motivated to work in a fast paced, structured, dynamic environment, exercising regular, consistent, and punctual attendance
- Be an expert researcher and resolve Sales Agent questions relating to: Sales Tools and Self-Service Tools, UHC Product Content, Member Needs, Medicaid and Medicare verification, Application Processing and Status, Agent On-boarding and Certification process, Commission Inquiries
Benefits
- Comprehensive benefits
- Career development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
