Requisition Number: 2358214 Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Training classes start soon - apply today! Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses. Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care providers. As part of our Provider Services group, the quality of support you deliver will directly translate into better care for their patients This is no small opportunity. This is where you can bring your compassion for others while building your career. Primary Responsibilities: - Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits) - Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller - Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff - Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends - 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 regard 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 This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers. Required Qualifications: - High school diploma, GED or equivalent work experience - Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications - Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner - Skilled in problem solving to quickly assess current state and formulate recommendations Preferred Qualifications: - 1+ year of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools - Health care experience At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission. Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.

• Work as part of a team with a shared goal of achieving a high standard of quality. • Provide first-level customer service for inquiries about products, accounts, usage, and applications. • Build and maintain positive customer relationships by offering tailored solutions and ensuring requests are handled appropriately by coordinating with various functions across the company. • Schedule service calls and follow up with customers/clients. • Troubleshoot and resolve technical issues using established diagnostic tools and procedures. • Escalate customer issues as needed. • Responsible for accurate data entry using the prescribed applications.

• Provide customer support through Slack, email, and virtual meetings with a responsive, relational, and solutions-focused approach. • Troubleshoot customer questions, technical issues, and workflow challenges to help churches confidently use the platform. • Build strong relationships with customers by ensuring they feel supported, heard, and equipped for success. • Serve as a liaison between customers and the development team by communicating bugs, feature requests, and recurring support trends. • Collaborate with internal teams to improve the customer experience and identify opportunities for product enhancement. • Help create scalable support systems, workflows, and processes that strengthen long-term customer care. • Identify recurring customer needs and proactively recommend improvements to support operations and communication. • Manage and maintain the Nurture Library to ensure resources remain organized, current, and easy to access. • Create, update, and improve help articles, support documents, tutorials, and training materials. • Document internal processes, workflows, and best practices as the support infrastructure continues to grow. • Identify gaps in customer education and develop resources that improve user understanding and self-service support. • Partner with support and product teams to continuously refine documentation based on customer feedback and common support requests.

• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels • Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed • Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement • Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom • Respond to PagerDuty alerts and on-call escalations per team protocols • Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics • Participate in team meetings, 1:1s, and cross-functional syncs