Senior Customer Service Representative

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

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.

You want to learn. We want to teach. Together, the result is a successful career. But first, you have to apply! Training classes start soon.

This is your chance to do more, share your knowledge with others and be amazed at what you can do. At OptumRx, we’re changing the way health care works for the better and we want motivated people like you to join us.

As a Senior Customer Service Representative, you’ll be empowered to be your best and do whatever it takes to help each customer. You’ll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There’s no better place to help people live healthier lives while doing your life’s best work.^SM

In this role, you’ll work to deliver resolutions on simple to complex pharmacy care related concerns. You’ll also provide support to your team members by serving as a resource and subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. This is your chance to become part of an elite team as you grow and develop at a pace that energizes your career and makes the most of your promise.

This position is full-time (40 hours/week) Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8am – 6pm CST. It may be necessary, given the business need, to work occasional overtime.

We offer 4 weeks of paid training. The hours during training will be 8am to 5pm CST, Monday – Friday.  Training will be conducted virtually from your home.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers in an inbound call center environment
• Handle escalated calls, resolving more complex customer issues in a one and done manner
• Answer incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
• Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries
• Ask appropriate questions and listen actively to identify any questions or issues while documenting required information in computer systems
• Identify issues and communicate solutions and steps to customers, pharmacies, and physicians with prescription orders and reorders
• Escalate drug related calls as appropriate to licensed pharmacist for resolution
• Coordinate internal resolution of claims exceptions and other issues to include determining appropriateness of overriding pharmacy claims edits and error messages
• Make outbound calls to customers on prescriptions withhold orders and payment issue
• May also assist with entering new prescription orders into system
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

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 experience
• Must be 18 years of age or older
• 1+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting, OR phone support role OR Pharmacy setting experience
• Familiarity with using computer and Windows personal computer applications, which includes the ability to learn new and complex computer system applications
• Ability to successfully complete the Customer Service training classes with 100% attendance requirement and demonstrate proficiency of the material
• Ability to attend 4 weeks of training (8:00 AM – 5:00 PM CST) with 100% attendance and ability to be on camera throughout duration of training
• Ability to work any 8-hour shift between the hours of 8:00 AM – 6:00 PM CST from Monday-Friday including the flexibility to work occasional overtime and weekends based on business need

Preferred Qualifications:

• 1+ years of healthcare experience
• 2+ years of inbound call center experience
• Experience working in a retail pharmacy environment
• Experience with a virtual learning environment
• Experience in working with Digital platforms and systems (Web, Chat, Email)

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
• Must be able to connect directly into internet – via hard wire (either directly to modem or router)
• Appear on camera as requested during training, team meetings, etc.
• Telecommuter work is limited to the address provided as part of the Telecommuter Agreement
• Telecommuting is not to be used as a substitute for childcare or dependent care. To dedicate full attention to work duties, employees must establish or continue regular child or dependent care arrangements while telecommuting

Soft Skills:

• Ability to multi – task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

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

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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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