Customer Service Representative

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. As a Customer Service Representative, you will assist Pharmacies, Insurance Carriers, and Injured Workers with processing medications related to workers' comp claims while delivering outstanding customer service. This role offers the opportunity to make a significant impact on health outcomes and advance health equity.

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 Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime and over the weekends
• 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
• 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
• Ability to quickly and easily shift focus as new priorities arise in a fast-paced, continuously changing environment
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
• Health care experience
• Capable of troubleshooting computer issues in a virtual work environment before working with IT support