Customer Service Representative - Remote Eligible

National Remote Position

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.

This position is full-time. Employees are required to work our normal business hours of operation (7:00AM - 7:00PM CST)

5:00AM - 5:00PM Monday-Friday, PST

6:00AM - 6:00PM Monday-Friday, MST

7:00AM - 7:00PM Monday-Friday, CST

8:00AM - 8:00PM Monday-Friday, EST

Open most Holidays. It may be necessary, given the business need, to work occasional overtime

The training will be a total of 6 weeks which includes 3.5 weeks of virtual classroom training, 1.5 weeks shadowing a peer/training and 1 week of nesting. Your schedule during the Training and Nesting Period will be Monday - Friday (8:30 AM- 5:00PM CST)

6:30 AM - 3:00PM PST

7:30 AM - 4:00PM MST

8:30 AM - 5:00PM CST

9:30 AM - 6:00PM EST

Primary Responsibilities:

Ability to work in paperless environment using only authorized online tools

Respond to incoming calls from our providers and patients on issues related to prescription status inquiries and assisting with order delivery

Ask appropriate questions and listen actively while documenting required information in computer systems

Identify issues and communicate solutions and steps to providers and patients with prescription orders and reorders

Make outbound calls to providers and patients on prescription orders and payment issues based on business need

This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to 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

Must be 18 years of age OR older

6 months+ of experience in a related Customer Service environment using phones and computers as the primary job tools

Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

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

Required to submit / upload updated copy of resume in your profile

Experience with Microsoft Office Suite (Word, Excel & Outlook)

Ability to work full time. Employees are required to have flexibility to work any of our 40 hour week shift schedules during our normal business hours of operation: 5:00AM - 5:00PM Monday to Friday PST, 6:00AM - 6:00PM Monday to Friday MST, 7:00AM - 7:00PM Monday to Friday CST and 8:00AM - 8:00PM Monday to Friday EST

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

*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). The hourly pay for this role will range from $16.00 - $27.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

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