About this role
Optum is a people-first organization committed to delivering exceptional customer service. As a Customer Service Representative, you will assist in processing medications related to workers' compensation claims by handling inbound calls and providing support to pharmacies, insurance carriers, and injured workers.
Responsibilities:
- Handle inbound and outbound calls and emails with pharmacies, injured workers, case managers, and payers regarding workers' compensation claims and prescription fulfillment
- Resolve customer inquiries efficiently using multiple systems, with a strong focus on first-call resolution and timely follow-up
- Communicate clearly and professionally to build positive relationships with clients, patients, and pharmacy partners
- Document interactions accurately and manage multiple priorities, including supporting additional business needs as assigned
- Meet performance expectations for efficiency, quality, customer satisfaction, attendance, and policy adherence
- Maintain strict compliance with patient privacy and confidentiality requirements, including HIPAA
Requirements:
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of recent experience in a call center environment
- Experience using computer and Windows PC applications, including keyboard and navigation skills, in addition to quickly and easily learning new and complex systems
- Ability to work full-time, Tuesday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 11:00am - 8:00pm EST. It may be necessary, given the business need, to work occasional overtime
- Health care experience
- Capable of troubleshooting computer issues in a virtual work environment before working with IT support