Pharmacy Customer Service Representative

UnitedHealth Group•Tampa, FL

15h•$16 - $29•Remote

About The Position

This full-time, national remote position supports OptumRx members and health care providers by answering questions and resolving issues related to prescriptions and pharmacy benefits. The representative takes approximately 50–70 calls per day, works to resolve issues on the first call, and builds positive relationships with members, providers, and provider staff. The role involves using computer systems to investigate issues, documenting interactions, and learning about products and benefit levels in a high-volume setting. The schedule is 40 hours per week, Sunday through Saturday, with flexibility to work an assigned 8-hour shift within business hours of 6:00 a.m. to 9:00 p.m. CST. Hours may change based on business needs and may include occasional overtime or adjustments to shifts and weekends. Training consists of three weeks of virtual classroom instruction followed by one week of on-the-job training. Training runs Monday through Friday, 8:30 a.m. to 5:00 p.m. CST, with 100% attendance required and camera participation required. Training is conducted from home. The position requires a dedicated work area separate from other living spaces, protection of sensitive company documents, and an approved wired high-speed internet connection. Remote employees must comply with UnitedHealth Group’s Telecommuter Policy. The hourly pay range is $16.00–$29.00, based on full-time employment and factors such as local labor market, education, work experience, and certifications. Benefits are subject to eligibility requirements.

Requirements

High school diploma/GED or equivalent work experience.
Must be at least 18 years old.
Familiarity with computers and Windows PC applications, including the ability to navigate and learn new, complex computer systems.
Ability to work full time, 40 hours per week, Sunday through Saturday, and work an assigned 8-hour shift within 6:00 a.m.–9:00 p.m. CST; schedules may change based on business needs and may include occasional overtime or weekend/shift adjustments.
Ability to secure company-sensitive documents, if applicable.
A dedicated work area separated from other living areas that provides information privacy.
Residence in a location with access to a UnitedHealth Group-approved wired high-speed internet connection: cable, DSL, or fiber with a minimum speed of 25 Mbps download and 10–15 Mbps upload; satellite, hotspot, and line-of-sight antenna services are not accepted.
Ability to adhere to UnitedHealth Group’s Telecommuter Policy.
Ability to attend all required training sessions and participate on camera during training.
Ability to navigate evolving processes and priorities while maintaining productivity and professionalism in a fast-paced environment.
Strong verbal and written professionalism, confidence managing complex interactions, and effective de-escalation skills.
Ability to listen skillfully, collect relevant information, build rapport, and respond compassionately.
Problem-solving skills to assess situations and formulate recommendations.

Nice To Haves

At least 1 year of experience in a related environment, such as office, administrative, clerical, or customer service work, using phones and computers as primary job tools.
Health care experience.

Responsibilities

Answer incoming calls from health care providers and members and identify the assistance needed, including benefit and eligibility questions, billing and payments, treatment authorizations, explanations of benefits, and medication delivery scheduling.
Resolve issues on the first call where possible by navigating computer systems, checking issue status, and providing an appropriate response.
Communicate information and answer questions positively to build strong relationships with providers and their staff.
Document provider issues and support reporting of overall trends.
Develop knowledge of products and benefit levels to assist providers and customers in a high-volume setting.
Navigate changing processes, priorities, and business demands while maintaining productivity and professionalism.
Listen carefully, gather relevant information, build rapport, respond compassionately, and use problem-solving and de-escalation skills to achieve positive outcomes.