Primary Responsibilities:

• Be able to meet standard performance targets like Quality, TAT, NPS, etc.
• Be able to clearly communicate and resolve customer/broker queries through email/call
• Be able to communicate process failures and propose remediation, as well as developing remediation plans in all variety of mediums (verbal, writing, PowerPoint)
• Is eager to take on more responsibilities and should be able to execute the adhoc tasks
• Maintains expert level knowledge of Eligibility process and provide inputs to Leadership on any process gaps that exist
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• 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

About the company

Overview

India is home to the largest technology team for Optum outside of the US. We pursue technology as a unifying force, bringing together deep industry expertise with big data, advanced analytics, reengineering and automation, and emerging technology. By adopting technologies such as artificial intelligence, deep learning and natural language processing, we deliver quality, innovation, speed and scale through our comprehensive IT delivery, product and data engineering, and advanced research and predictive analytics capabilities.

The operations teams in India work on transformative solutions across product/benefit configuration, network management, end-to-end claims processing — including appeals and grievances, billing & enrollment, medical coding, revenue cycle management, and provider data operations. Our teams are enabled by transformational capabilities in business excellence, operational excellence, learning and development, transitions, business quality and workforce management functions.