Client Service Specialist
UnitedHealth Group Global
01.2020 - 06.2023
- Provided knowledgeable service and support for all Clients and Member's needs.
- Helped large volume of Clients and Members every day with positive attitude and focus on customer satisfaction.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Communicated with clients regarding account services, statements, and balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Responsible for providing education and training to Client Service Specialist on OptumRx applications.
- Responsible for identifying, troubleshooting and notifying upper management within UHC and OptumRx for any trends across USNAS Global business with coding and implementation errors system outages, invalid rejections received across the board.
- Responsible for creating all Standard Operating Procedures for Client Services Specialist with all Pharmacy Benefit Management process and procedures.
