job description
Join Optum, a global leader in healthcare services, as a Member Engagement Advocate in our dynamic team based in Bali. This fixed-term role offers a unique opportunity to make a meaningful impact by delivering exceptional customer service to US healthcare members. Youâll serve as the first point of contact, addressing inquiries, resolving issues, and ensuring a seamless experience for members navigating healthcare services.
In this role, youâll leverage your communication skills and empathy to understand member needs, provide accurate information, and guide them through healthcare processes. Whether itâs clarifying benefits, assisting with claims, or connecting members with the right resources, your work will directly contribute to improving healthcare accessibility and satisfaction.
Optum values diversity, innovation, and a patient-centric approach. If youâre passionate about helping others and thrive in a fast-paced, collaborative environment, we invite you to apply and be part of a team thatâs transforming healthcare delivery.
Responsibility
- Respond promptly and professionally to member inquiries via phone, email, or chat, ensuring clear and accurate communication.
- Identify member needs by actively listening and asking probing questions to provide tailored solutions.
- Assist members with healthcare-related tasks, including benefit explanations, claims support, and provider network inquiries.
- Document all interactions in the CRM system, maintaining detailed and compliant records for follow-up and auditing.
- Collaborate with cross-functional teams to escalate and resolve complex member issues efficiently.
- Educate members on healthcare plans, policies, and available resources to empower informed decision-making.
- Adhere to US healthcare regulations, including HIPAA, to ensure member data privacy and security.
- Participate in training and development programs to stay updated on healthcare trends, company policies, and best practices.
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-first mindset.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) and basic Microsoft Office tools.
- Ability to work flexible hours, including evenings or weekends, to align with US business hours.
- High school diploma or equivalent; a bachelorâs degree in a related field is a plus.
- Empathy, patience, and resilience to handle high-volume, sometimes stressful interactions.
- Knowledge of US healthcare systems or willingness to undergo training is advantageous.