job description
Join Optum, a global leader in healthcare services, as a Customer Service Representative (CSR) for US Healthcare in our dynamic Bali office. This fixed-term role offers a unique opportunity to deliver exceptional support to US-based healthcare clients while enjoying the vibrant culture and work-life balance of Bali.
As a CSR, you will serve as the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless experience. Your ability to communicate clearly, empathize with customers, and navigate healthcare-related topics will be key to your success. This role is ideal for professionals who thrive in a fast-paced environment and are passionate about making a difference in healthcare customer service.
Optum is committed to fostering a diverse and inclusive workplace. We provide comprehensive training, competitive compensation, and opportunities for growth within the global healthcare industry.
Responsibility
- Respond promptly and professionally to customer inquiries via phone, email, or chat, ensuring high levels of satisfaction.
- Identify customer needs, clarify information, and provide accurate solutions for healthcare-related concerns.
- Document all customer interactions in the CRM system, maintaining detailed and accurate records.
- Collaborate with cross-functional teams to resolve complex issues and escalate cases as needed.
- Stay updated on US healthcare policies, procedures, and product knowledge to provide informed support.
- Handle sensitive customer data with confidentiality and adhere to HIPAA compliance standards.
- Meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Participate in training sessions and team meetings to enhance skills and stay aligned with company goals.
Qualifications
- Minimum of 1-2 years of experience in customer service, preferably in healthcare, insurance, or a call center environment.
- Excellent verbal and written communication skills in English with a neutral accent.
- Strong problem-solving abilities and a customer-centric approach to service.
- Proficiency in using CRM software, Microsoft Office, and other customer service tools.
- Ability to work flexible shifts, including evenings or weekends, to accommodate US time zones.
- High school diploma or equivalent; a bachelor’s degree in a related field is a plus.
- Familiarity with US healthcare terminology and systems is highly advantageous.
- Demonstrated ability to work independently and as part of a team in a remote or hybrid setting.