Customer Service Representative

Requisition Number: 1062617
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. Employees are required to work our normal business hours of operation (7:00AM - 7:00PM CST)

• 5:00AM - 5:00PM Monday-Friday, Pacific Time
• 6:00AM - 6:00PM Monday-Friday, Mountain Time
• 7:00AM - 7:00PM Monday-Friday, Central Time
• 8:00AM - 8:00PM Monday-Friday, Eastern Time

Open most Holidays. It may be necessary, given the business need, to work occasional overtime.
The training will be a total of 6 weeks which includes 3.5 weeks of virtual classroom training, 1.5 weeks shadowing a peer/training and 1 week of nesting. Your schedule during the Training and Nesting Period will be Monday - Friday (8:30 AM - 5:00 PM CST)

• 6:30 AM - 3:00 PM Pacific Time
• 7:30 AM - 4:00 PM Mountain Time
• 8:30 AM - 5:00 PM Central Time
• 9:30 AM - 6:00 PM Eastern Time

Watch this video to understand the expectations of being a remote worker with UnitedHealthcare.
Primary 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

This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to member prescription and/or pharmacy benefits across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
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.
Required Qualifications:

• 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

Telecommuting Requirements:

• 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.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $16 - $29 hourly based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.