Clinical Administration Coordinator Senior

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking an experienced call center agent with 6+ months in a customer facing role to handle both inbound and outbound calls resolve customer queries and deliver exceptional service you will engage with customers across areas such as support technical assistance sales or billing ensuring adherence to performance and quality standards.

Primary Responsibilities:

• Customer interaction: Manage high volumes of inbound and outbound calls
• Issue resolution: Address concerns related to products services orders or accounts promptly
• Documentation: Accurately log interactions and transactions using scheduling systems
• Performance metrics: Meet KPIs example, call handling, Quality, after call documentation CES scores etc.
• Escalation handling: Route complex issues to specialized teams while maintaining communication
• Product knowledge: Stay updated on company offerings to provide accurate information
• Compliance: Follow scripts protocols and data security guidelines
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 12th/2nd PUC or equivalent (graduates preferred but not mandatory)
• 6+ months in a call center environment or customer service role
• Communication: Demonstrated clear verbal and written skills, active listening and empathy
• Problem solving: Demonstrated ability to troubleshoot and escalate conflicts
• Time management: Demonstrated ability to prioritize tasks in a fast-paced environment
• Adaptability: Comfortable with changing workflows and new tools

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.

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