Pharmacy Customer Service Representative - National Remote - 1043614

UnitedHealth Group; Overland Park (KS); Remote; Confidential; Full time

Job summary

Join a leading healthcare organization as a Customer Service Representative. You will provide support to customers regarding their prescriptions and benefits while working in a dynamic and rewarding environment. With comprehensive training and flexible telecommuting options, this role offers a chance to make a significant impact on health outcomes. Ideal candidates will have strong customer service skills and the ability to navigate multiple systems effectively.

Benefits

Comprehensive benefits package

Incentive and recognition programs

401k contribution

Qualifications

• Experience in a call center environment.
• Ability to handle multiple screens while navigating systems.

Responsibilities

• Respond to incoming calls regarding benefit eligibility and prescription status.
• Guide customers on their prescription benefits and document information.
• Research complex issues related to member prescriptions.

Skills

Customer service

Active listening

Compassion

Education

High School Diploma / GED

Job description

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Training classes start soon - apply today!

You’ve heard this all your life. Trust matters. Being trusted matters a lot. Here at OptumRx we’ve earned the trust of more than 65 million people who rely on us for the prescription drugs that improve their health and lifestyle. Now, we trust that you can take advantage of some of the best training and tools in the world to help serve our customers and their care providers. You’ll take as many as 50 - 70 calls per day from members who have questions about their prescriptions and you’ll use your personality and our tools to make each call successful. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This position is full time (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during the following business hours 10:30 AM - 11:00 PM CST. Please note that hours are subject to change contingent on business needs which may include occasional overtime, and / OR adjust shifts and weekends.

We offer 6 total weeks of paid training (5 weeks in a classroom setting and 1 week of on-the-job training). The hours of training will be 8:30 AM - 5:00 PM CST from Monday - Friday (100% attendance required). Participation on camera is a requirement during training. Once training is completed, you will be assigned a schedule within the hours of 10:30 AM - 11:00 PM CST from Sunday - Saturday. Training will be conducted virtually from your home.

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
• Schedule deliveries of medications for shipments as needed
• Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
• Practice active listening, ask appropriate follow up questions and document required information in applicable applications / computer systems
• Identify issues, and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders
• Occasionally required to make outbound calls to internal / external partners

This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to member customer (want to ensure we are using the same language throughout the document has to be either customer or member) prescription and / or pharmacy benefits across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Customer service experience in a call center environment
• Ability to handle multiple screens while navigating through several systems at a time with your caller on the line
• Ability to work any of our full time (40 hours / week), 8-hour shift schedules during our normal business hours of 10:30 AM - 11:00 PM CST from Sunday - Saturday including the flexibility to work occasional pre - scheduled / voluntary overtime and / OR adjust shifts and weekends based on business need

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e., office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Pharmacy background
• Experience with working in a fast - paced environment
• Ability to adapt to changing environments

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

The hourly range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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