Pharmacy Customer Service Representative

Optum is a global organization that delivers care aided by technology to help millions of people live healthier lives. The Pharmacy Customer Service Representative answers calls from members and healthcare providers, resolves prescription and benefits-related issues, provides accurate information, and documents provider concerns in a high-volume remote environment.

Responsibilities:

• Answer incoming phone calls from health care providers (i.e., physician offices, clinics) and members to identify the type of assistance the provider needs (e.g., benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, scheduling mediation deliveries)
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
• Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends

Requirements:

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• This position is full time (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during the following business hours 6:00 am - 9:00 pm CST. Please note that hours are subject to change contingent on business needs which may include occasional overtime, and / OR adjust shifts and 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 (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.)
• Must possess the ability to navigate evolving processes, priorities, and business demands while maintaining productivity and professionalism in a fast-paced environment
• Demonstrates confidence in managing complex interactions, applying effective de-escalation strategies, and maintaining a high standard of professionalism in both verbal and written communications to drive positive outcomes
• 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
• 1+ years of experience in a related environment (i.e., office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
• Health care experience