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.

 

We are looking for a knowledgeable and proactive advocate to support and enhance the performance of our Digital chat support process. The advocate will play a critical role in ensuring process excellence by providing timely updates, conducting refresher and query sessions, and driving team performance through expertise and guidance

 

Primary Responsibilities:

Respond to customer inquiries via live chat regarding prescription refills, order status, medication availability, and insurance coverageEducate patients on pharmacy procedures, prescription benefits, and proper medication usageGuide patients in navigating online pharmacy platforms and mobile applicationsResolve issues related to prescription delays, billing, and insurance claimsFocus on resolving issues on the first chat, navigating through complex computer systems to identify the status of the issue and provide appropriate response to chatterDocument all interactions accurately in the systemCollaborate with pharmacists, technicians, and other departments for medication-related concernsEscalate complex issues to appropriate personnel when necessaryMaintain compliance with HIPAA and other healthcare privacy regulationsHandle up to 2.5 concurrency ChatsTake chat messages per day from customers who have questions about their health benefitsSupport secure email inquiriesUse personality and our tools to help customers through the health care benefits available to themCommunicate 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 communicationProvide product information, use service engagement skills, and efficiently use service resourcesTechnology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation toolsApp, 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 usingRead 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 statementAdapt 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 businessComply 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 regard 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 Qualification:

Any Graduate Degree

 

Preferred Qualification:

Customer Service experience

Soft Skills:

General knowledge of computers and business operationsProven ability to communicate articulately and crediblySolid keyboard skills and experience using helpdesk, ordering or CRM softwareDemonstrated ability to achieve service goalsSuccess in highly automated environmentDynamic and engaging written communication styleExcellent interpersonal and business communications skills - verbal and writtenDemonstrated self-motivation

 

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.