Customer Service Representative

Requisition Number: 2366782
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.
At Optum Workers' Compensation & Auto No-Fault, we are a people-first organization. People are at the center of everything we do-from the clients and partners we support to the injured individuals we serve. We are committed to delivering exceptional customer service in every interaction, guided by our purpose to create a better industry-one insight, one connection, and one person at a time. Our mission is to make workers' compensation and auto no-fault simpler, more effective, and better for everyone.
As a Customer Service Rep, you will primarily take inbound calls from Pharmacies, Insurance Carriers, and Injured Workers to assist in processing medications related to workers' comp claims. Your role involves delivering outstanding customer service daily, working compassionately and efficiently to meet required phone metrics, team service level expectations, and serve customers effectively. As part of our Contact Center team, the quality of support you deliver will directly translate into better care for our client's injured workers. This role is equally challenging and rewarding and provides an opportunity to bring your compassion for others while building your career.
Training classes start soon - apply today!
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 8:00 am - 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime and over the weekends.
We offer 4 weeks of paid training. The hours of the training will be based on schedule or will be discussed on your first day of employment.
Primary Responsibilities:

• Handle inbound and outbound calls and emails with pharmacies, injured workers, case managers, and payers regarding workers' compensation claims and prescription fulfillment
• Resolve customer inquiries efficiently using multiple systems, with a strong focus on first-call resolution and timely follow-up
• Communicate clearly and professionally to build positive relationships with clients, patients, and pharmacy partners
• Document interactions accurately and manage multiple priorities, including supporting additional business needs as assigned
• Meet performance expectations for efficiency, quality, customer satisfaction, attendance, and policy adherence
• Maintain strict compliance with patient privacy and confidentiality requirements, including HIPAA

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 OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of recent experience in a call center environment
• Experience using computer and Windows PC applications, including keyboard and navigation skills, in addition to quickly and easily learning new and complex systems.
• Ability to work Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00 am - 8:00 pm EST. It may be necessary, given the business need, to work occasional overtime and over the weekends.

Preferred Qualifications:

• Health care experience
• Capable of troubleshooting computer issues in a virtual work environment before working with IT support

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

Soft Skills:

• 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
• Ability to quickly and easily shift focus as new priorities arise in a fast-paced, continuously changing environment

*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 hourly pay for this role will range from $16 - $29 per hour 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.