Clinical Administration Coordinator Senior

Job Description

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 interactionManage high volumes of inbound and outbound calls Issue resolutionAddress concerns related to products services orders or accounts promptly DocumentationAccurately log interactions and transactions using scheduling systems Performance metricsMeet KPIs example, call handling, Quality, after call documentation CES scores etc. Escalation handlingRoute complex issues to specialized teams while maintaining communication Product knowledgeStay updated on company offerings to provide accurate information ComplianceFollow 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 CommunicationDemonstrated clear verbal and written skills, active listening and empathy Problem solvingDemonstrated ability to troubleshoot and escalate conflicts Time managementDemonstrated ability to prioritize tasks in a fast-paced environment AdaptabilityComfortable with changing workflows and new tools