Call Center Representative - Provider Inquiry

About the role

As a Provider Inquiry Call Center Representative you will be the first point of contact for providers seeking assistance with claims, benefits and third‑party liability questions. You will work within Optum’s Recovery and Resolutions team, helping to resolve routine to moderately complex issues while ensuring compliance with company policies and quality standards.

Key responsibilities

• Answer and route all incoming provider calls in accordance with established policies and procedures.
• Identify and assess callers’ needs accurately and promptly, focusing on potential third‑party liability.
• Resolve routine to moderately complex inquiries, escalating to a Team Lead or Supervisor when necessary.
• Maintain timely, accurate documentation of every interaction.
• Consistently meet productivity, schedule adherence, and quality benchmarks.
• Contribute to continuous quality and process‑improvement initiatives.

Required profile

• Strong verbal communication skills with a clear, professional phone manner.
• Ability to apply sound business judgment and systematic problem‑solving.
• Commitment to delivering high‑quality customer service for internal and external stakeholders.
• Willingness to complete an English proficiency assessment after application.

Required skills

What we offer

• Performance‑based rewards and recognition.
• Clear direction and development pathways for career growth.
• Comprehensive benefits and a culture focused on inclusion.