UnitedHealth Group
The Clinical Engagement Services Center team provides a variety of clinical services, such as: Adherence, Diabetes, Fraud Waste & Abuse, Medication Therapy Management, and Retrospective Drug Utilization.
The team comprises of clinical pharmacists, certified pharmacy technicians and customer service representatives that complete various functions to successfully meet the operational requirements of each clinical service.
The Customer Service Representative will report into the Operations Team Manager. This role involves working in a call center environment making outbound calls to engage members in order for pharmacists to complete consultations. In addition, to working in a matrix team environment to complete daily operational tasks that provide support for the overall maintenance of the Clinical Engagement Services Center.
You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Schedule pharmacist consultation appointments with members that participate in any of the clinical programs operationally supported by the Clinical Engagement Services Center
- Document provider feedback in clinical database
- Manage various incoming fax queues to ensure all provider feedback is appropriately captured
- Report PHI related incidents in a timely manner and in accordance with HIPAA requirements
- Document and store all returned mail based on standard operating procedures
- Provide outstanding customer service to all inbound / outbound calls
- Perform miscellaneous auxiliary functions essential to the efficient operation of the department
- Collaborate in various department meetings and forums to enhance processes and share tips to increase workflow efficiency
- Participate in User Acceptance Testing for projects that impact the Clinical Engagement Services Center
- Other duties as assigned by Operations Team Manager
What are the reasons to consider working for UnitedHealth Group? Put it all together competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:
- Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
- Medical Plan options along with participation in a Health Spending Account or a Health Saving account
- Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
- 401(k) Savings Plan, Employee Stock Purchase Plan
- Education Reimbursement
- Employee Discounts
- Employee Assistance Program
- Employee Referral Bonus Program
- Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
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 1+ years of pharmacy related experience (includes retail pharmacy experience)
- Fluent in Spanish medical terminology
- 1+ years of experience working remotely/independently within a cross functional team environment while being self-directed with excellent organizational skills
- 1+ years of experience with Microsoft Word, Outlook, and Excel
Preferred Qualifications:
- Ability to navigate approved platforms and multi-task using multiple databases/platforms, and applications (competent use of computers/technology)
- Flexibility to work rotating shifts between the hours of 8:00am and 8:00pm CST, Monday through Friday
- Prior call center experience taking inbound and/or making outbound calls
- 1+ years of pharmacy related experience (includes retail pharmacy experience)
- Current pharmacy technician license in state of residence
- Active National Pharmacy Technician Certification
- Bilingual (fluent in medical terminology) in Cantonese, Korean, Mandarin, Russian, or Vietnamese
- Previous Pharmacy Benefit Management (PBM) experience
- Candidate to live within a commutable distance of UnitedHealth Care office location
Soft Skills:
- Strong written and verbal communication skills
- Highly motivated and self-directed
- Ability to interact cross functionally within the organization
- Demonstrates interpersonal and problem-solving skills Ability to ask questions to understand patient needs while having empathy and actively listening
- Strong telephonic skills Ability to speak clearly and communicate with senior citizens and healthcare professionals
- Capable of defusing conflict appropriately with strong conflict management skills
- Excellent attention to detail, time management, organizational, and prioritization skills and ability to balance multiple priorities