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3+ years in BPO healthcare operations at Optum/UnitedHealth Group. Experienced in daily operational workflows including performance monitoring, quality standards, compliance adherence (HIPAA), SLA management, and escalation handling. Strong understanding of BPO operational structure, productivity metrics, process documentation, and the coordination required for multinational service delivery. Familiar with shift operations, workload management, team coordination, and maintaining service quality in high-volume customer support environments.

3+ years of customer service experience at Optum/UnitedHealth Group serving both members and healthcare providers. Started as Member Service Representative handling member inquiries, benefits questions, and issue resolution. Currently serving as Provider Service Representative, managing complex claim inquiries from US-based healthcare providers across multiple regions including the US, India, and Puerto Rico. Skilled in handling high-volume calls, resolving complaints professionally, managing difficult conversations with empathy, and maintaining high customer satisfaction ratings. Proficient in cross-cultural communication, active listening, problem-solving, and de-escalation techniques. Experienced in using multiple CRM and communication platforms to deliver exceptional service in a fast-paced, multinational environment.

3+ years of professional communication experience in multinational healthcare operations at Optum/UnitedHealth Group. Daily responsibilities include phone support, email correspondence, and case documentation serving diverse international clients (US, India, Puerto Rico). Skilled in explaining complex healthcare and claims information clearly, adapting communication style to different audiences, and maintaining professionalism in high-pressure situations. Strong English proficiency (written and verbal), active listening, cross-cultural communication, and ability to build rapport quickly with diverse stakeholders.

3+ years of claims processing experience at Optum/UnitedHealth Group. Proficient in reviewing medical claims, researching claim outcomes using multiple platforms (Workspace, Centene, Citrix, Exlys, Diamond), and communicating results to US healthcare providers. Skilled in handling high-volume claim inquiries, analyzing claim denials, and providing resolution guidance while ensuring compliance and accuracy.