UnitedHealth Group
The Customer Service Representative position is full-time based on an anticipated schedule of 40 hours per week, Sunday- Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:00 am-11:00 pm local time. Standard training days are Monday – Friday 9:00 am to 6:00 pm CST for 6 weeks. It may be necessary, given the business need, to work occasional overtime.
There are several steps in our hiring process. Please make sure that you have filled out all required sections of your employment application. Once you submit your completed application, you will receive an email with information regarding next steps including any pre-employment assessment(s) that are required. Both your application and any required assessment(s) need to be completed before we can consider you for employment so the sooner you complete these two steps, the sooner you will hear from us.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities
- Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
- Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
- Ask appropriate questions and listen actively while documenting required information in computer systems
- Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders
- Make outbound calls to customers on prescription orders and payment issues
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 (or higher) OR equivalent work experience
- 1+ years of customer service experience to include providing service over the phone
- Ability to take 30-50 calls a day
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Basic knowledge of Microsoft Office Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet)
- Ability to work any of our 8-hour shift schedules during our normal business hours of Sunday – Saturday 9:00am – 11:00pm local time
Preferred Qualifications:
- Call Center experience
- Customer Service experience
- Experience with Adult Learning in virtual environment
- Experience working with Digital platforms and systems. Web, Chat, email
- Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
- Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
Telecommuting Requirements:
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Ability to keep all company sensitive documents secure (if applicable)
- Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
- Must be able to connect directly into internet via hard wire (either directly to modem or router)
Soft Skills:
- Ability to work in a fast paced work environment