Customer Service Representative

Company Description Optum Philippines is the local subsidiary of Optum Global Solutions under UnitedHealth Group and serves as a Global Capability Center providing technology, clinical, and customer service solutions for worldwide operations. With sites in Metro Manila, Cebu, and Davao, the organization supports a broad range of healthcare services and innovation. Optum Philippines brings together skilled professionals, modern workplaces, and advanced tools to help improve healthcare delivery and outcomes. Team members contribute to work that impacts patients and healthcare partners across the globe, while gaining exposure to a dynamic, fast-paced industry.
Role Description The Customer Service Representative is a full-time role based in the National Capital Region, Philippines, with a hybrid work arrangement that includes both on-site and work-from-home days as business needs allow. This role is responsible for handling inbound and outbound calls, emails, or chat inquiries, resolving member and provider concerns, and documenting interactions accurately in internal systems. Day-to-day tasks include answering questions about healthcare plans and services, explaining benefits and processes clearly, and escalating complex issues to appropriate teams when necessary. The representative will follow defined procedures, meet quality and productivity targets, and maintain a professional, empathetic, and solutions-focused approach in every interaction. Collaboration with supervisors and peers to improve processes and share feedback is also an important part of the role.
Qualifications

• Demonstrated skills in Customer Service and Customer Support to handle inquiries and resolve issues effectively.
• Ability to contribute to Customer Satisfaction and Customer Experience by providing clear, respectful, and timely assistance.
• Experience working as Customer Service Representatives or in similar frontline roles in BPO, healthcare, or related industries.
• Strong verbal and written communication skills in English, with active listening and problem-solving abilities.
• Comfort using computer systems, CRM tools, and multitasking between applications while engaging with customers.
• Ability to work scheduled shifts, including possible evenings, weekends, or holidays, and adapt to performance goals.
• Senior high school diploma, associate degree, or bachelor's degree in any field is preferred; equivalent work experience is considered.
• Previous experience in healthcare customer service or US-based accounts is an advantage but not required.