Outbound Specialty Customer Service Representative
About The Position
This position is National Remote. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges. 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, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 7:00 pm CST. It may be necessary, given the business need, to work occasional overtime. We offer 4 weeks of paid training. The hours during training will be 8:00 am - 4:30 pm CST, Monday - Friday. Training will be conducted virtually from your home. Watch this video to understand the expectations of being a remote worker with UnitedHealthcare. Primary Responsibilities: Contact patients, pharmacists and doctor’s offices to resolve Specialty medication order issues Process manufacturer copay cards payments Resolve customer issues; ensuring accurate information is provided Work within IRIS system This role is equally challenging and rewarding. You'll need to work within multiple computer systems simultaneously as you respond to questions or provide specific medication details/clinical information. It's a fast paced, high volume environment where our members are counting on us to deliver these important, sometimes life-saving medications in an accurate and efficient manner. 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.
Requirements
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 1+ years of healthcare experience
- 1+ years of telephonic customer service, or in-person customer service experience, handling moderate to complex transactions
- Knowledge of medical terminology
- Basic knowledge of Microsoft Excel (create, edit and save spreadsheets)
- Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:00 am - 7:00 pm CST. It may be necessary, given the business need, to work occasional overtime
- 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.)
- Basic computer experience using a keyboard and mouse/movement between screens
- Demonstrated ability to identify with a consumer in order to understand and align with their needs and realities
- Demonstrated ability to perform effective active listening skills to empathize with the customer in order to develop a trust and respect
- Demonstrated ability to take responsibility and internally driven to accomplish goals and recognize what needs to be done in order to achieve a goal(s)
- Demonstrated ability to turn situations around and go above and beyond to meet the needs of the customer
- All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy
Nice To Haves
- Pharmacy experience
- Experience working in a physician, provider, and/or medical office
- Knowledge of electronic medical record systems and practice management systems
Responsibilities
- Contact patients, pharmacists and doctor’s offices to resolve Specialty medication order issues
- Process manufacturer copay cards payments
- Resolve customer issues; ensuring accurate information is provided
- Work within IRIS system
Benefits
- comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
