Consistently exhibits behavior and communication skills that demonstrate Optum's commitment to superior customer service, including quality, care and concern with each and every internal and external customer Multi-task utilizing double monitors for data entry, phone etiquette, and use of resources while maintaining proper guidelines Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures Meet department goals which include but not limited to call volume, accuracy, quality, and attendance Utilizes Optum systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs Translates oral information into concise and accurate written documentation per guidelines Assists new or potential members in the choice of PCP and supplies general information about medical group Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH) Data enters PCP changes into the system and processes paperwork as necessary