About Optum
Optum is a global leader in healthcare innovation, leveraging technology to improve health outcomes for millions. The company emphasizes diversity, inclusion, career growth, and the mission of advancing health equity on a global scale.
Role Overview
As a Customer Service Representative, you will assist customers by resolving queries related to their health benefits, ensuring a superior service experience. The role demands strong communication skills, technological proficiency, and adaptability in a dynamic work-from-home setup.
Primary Responsibilities
- Handle customer inquiries via chat and secure email, focusing on health benefits and resources.
- Build rapport with customers through conversational, concise, and clear online communication.
- Type efficiently at a speed of 30-35 WPM to manage multiple chats effectively.
- Leverage company tools and technology to resolve customer issues.
- Interpret and clarify customer queries when needed.
- Stay updated on digital platforms (apps, websites, SMS) used by customers.
- Maintain compliance with company policies and work shifts, including night shifts.
Required Qualifications
- Any graduate (excluding B.Tech/MCA).
- Proven typing speed of 35-40 WPM.
- Proficiency in verbal and written English communication.
- Willingness to work night shifts.
Preferred Skills
- Familiarity with healthcare systems and terminology.
- Ability to work independently and collaboratively.
- Strong problem-solving and critical-thinking skills.
Why Optum?
- Optum is committed to breaking barriers to health equity, empowering marginalized communities, and delivering care that makes a difference.
- The company provides comprehensive benefits, career development opportunities, and a culture of innovation.
Interview Questions and Sample Answers
General Questions
- What motivates you to work in customer service?
Sample Answer: I enjoy solving problems and helping people. Customer service allows me to make a direct impact on others by addressing their concerns and ensuring they have a positive experience. - Can you describe a time you turned a negative customer experience into a positive one?
Sample Answer: A customer was upset about a delay in service. I empathized, explained the reason for the delay, and followed up promptly to resolve the issue. The customer appreciated my proactive communication and left positive feedback.
Situational Questions
3. How would you handle a customer asking for information you’re not familiar with?
Sample Answer: I would politely inform the customer that I need to verify the details, then quickly consult resources or escalate the query to ensure accurate information is provided.
- Describe a time you adapted to a challenging work environment.
Sample Answer: In my last role, I was tasked with learning a new customer management system within a week. I took initiative to explore the system during breaks and sought guidance from team leads, ensuring a seamless transition.
Behavioral Questions
5. How do you maintain professionalism in a remote work environment?
Sample Answer: I set up a dedicated workspace, follow a structured schedule, and maintain clear communication with my team. Regular check-ins and goal setting help me stay accountable and productive.
- Can you provide an example of a time you exceeded a target or KPI?
Sample Answer: In my previous role, I consistently resolved 20% more tickets than the team average by prioritizing tasks effectively and utilizing templates for repetitive inquiries.
How to Apply
- Prepare Documents: Ensure you have the following ready:
- Updated resume
- Proof of educational qualifications
- Valid ID proof
- Online Application:
- Visit the application link.
- Register and fill out the required details.
- Upload necessary documents and submit the application.
- Interview Preparation: Practice common customer service and behavioral questions.
- Stay Updated: Check your email for updates on interview schedules and further instructions.
Key Information
- Job Type: Remote
- Shift Timing: Night shifts required
- Compensation: As per industry standards
Join Optum to contribute to its mission of improving lives and advancing healthcare systems globally. Apply now to be part of a transformative journey!