Pharmacy Call Center Representative

UnitedHealth Group-posted 4 months ago
$17 - $31/Yr
Full-time
Eden Prairie, MN
5,001-10,000 employees
Insurance Carriers and Related Activities
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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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Hours: Monday-Friday, will work an 8-hour shift during business hours of 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks. You will enjoy the flexibility to telecommute from anywhere within the U.S as you take on some tough challenges.

  • Conducts in-bound and out-bound calls for program requirements including, but not limited to medication adherence member outreach calls, reminder calls, prescription refill calls and provider follow-up calls in a call center environment
  • Completes calls/assignments and ensure census management, productivity weekly and monthly standards are met
  • Exhibits excellent phone and communication skills while providing complete and accurate information to customers
  • Receives and responds to escalated inquiries from all communication venues: e.g., task queues, portal, claim queue, department documentation platform
  • Perform review of prescription claims documentation collect and maintain eligibility information in an appropriate and confidential manner
  • Provide support to internal staff and providers with respect to Medicare drug related issues; request additional or supplemental information via correspondence to complete applications
  • Provides clerical and/or administrative support to clinical staff and managers for special studies, projects and reports
  • Adheres to assigned schedule and quality metrics
  • Provides clerical and/or administrative support to pharmacy staff and managers for special projects and reports
  • Provides excellent customer service by serving as a resource to all internal and external customers
  • Participate in and contribute to the overall pharmacy quality improvement initiatives
  • Assist in training for new hires and internal staff
  • Attends required meetings and required participation in special committees as needed
  • Demonstrate excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers and managers
  • Demonstrate a high degree of professionalism to always include both personal conduct and appearance
  • Ability to always maintain strict confidentiality to include but limited to patients and coworkers
  • Compliance with all organizational policies regarding ethical business practices
  • Ability to work independently, with some supervision and direction from manager
  • Must adhere to all department policies and procedures
  • Ability to work any schedule between 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks
  • Performs other duties as assigned
  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
  • High School Diploma/GED (or higher)
  • 2+ years of experience in a pharmacy/medical/healthcare setting
  • 1+ years of administrative support experience
  • 1+ years of experience working with all Microsoft Office products (Word, Outlook, Excel, Teams, etc.)
  • 1+ years of experience with medical terminology
  • 1+ years of call center experience
  • 1+ years of experience with working knowledge of basic troubleshooting systems
  • Access to a dedicated work area established that is separated from other living areas and provides information privacy to keep all company sensitive documents secure (if applicable)
  • Ability to work an 8-hour shift Monday-Friday from 8am-8pm CST with the possibility of Saturdays in the future on a rotating basis
  • Certified/Registered Pharmacy Technician
  • Certified Medical Assistant training or certification
  • Bilingual language proficiency (English/Any Non-English Language)
  • Experience with Medication Adherence Hedis Measures (MAD/MAC/MAH)
  • Call documentation platform experience
  • Rx Claim experience
  • Online softphone experience
  • Comprehensive benefits package
  • Incentive and recognition programs
  • Equity stock purchase
  • 401k contribution
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