Customer Service Representative

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Customer Service Representative will support providers and patients with prescription status inquiries, order delivery, payment issues, and pharmacy benefit questions through inbound and outbound calls while documenting and researching information across multiple systems.

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

Requirements:

• 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
• Ability to submit or upload an updated copy of the user's resume to their profile
• Experience with Microsoft Office Suite (Microsoft Word, Microsoft Excel & Microsoft Outlook)
• Ability to work through peak season (January-February blackout for PTO)
• Availability to work overtime during peak season possible mandatory overtime (January-March)
• 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-Friday Pacific Time, 6:00AM - 6:00PM Monday-Friday Mountain Time, 7:00AM - 7:00PM Monday-Friday Central Time and 8:00AM - 8:00PM Monday-Friday Eastern Time
• 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 (UHG requires a wired internet connection: cable, DSL or fiber internet service with Minimum speed standard of 25 Mb download/10-15 Mb upload. Wireless services such as satellite, hot spot, line of sight antenna cannot be used for telecommuting)
• All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy