You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
OptumRx is an empowering place for people with the flexibility to help create change. Innovation is part of the job description. And passion for improving the lives of our customers is a motivating factor in everything we do.
If you’re ready to talk about groundbreaking interactions, let’s talk about what happens when a firm that touches millions of lives decides to gather results from millions of prescriptions every month and analyze their impact. Let’s talk about smart, motivated teams. Let’s talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We’re doing all this, and more, through a greater dedication to our shared values of integrity, compassion, relationships, innovation, and performance. Join us and start doing your life’s best work.SM
Optum, people come first. That means working with patients, caregivers, providers, payers and pharma to offer the best care possible. At Optum Specialty Pharmacy, we support specialty treatments and take a hands-on approach to patient care that makes a meaningful imprint on the health and quality of life of each patient.
As a Customer Service Representative on the Specialty Pharmacy team, you will be answering incoming phone calls each day from customers and or health care providers (i.e. physicians’ offices, clinics) and identifying the type of assistance the call may need. You will be actively listening and asking appropriate questions to identify specific issues and record the required information into the computer system.
This role also includes following up with contacting providers (doctor’s offices) on behalf of the member to assist with delivery of their medication to the office and advising of any authorizations that may be needed or additional information that may be needed from the health care provider. Some calls will have you researching complex issues across multiple databases and working with the support resources to resolve customer issues and/or partner with other to resolve escalated issues. You will also assist in helping guide and educate customers on their prescription benefits, use of plan, formulary, premiums, and status of orders, and claims or inquiries, and potentially assisting customers in navigating the UnitedHealth Group websites and encouraging and reassuring them to be self-sufficient in using the tools.
The sensitive nature of the member’s complex health needs requires that you show up every day ready to demonstrate compassion, empathy, professionalism, courtesy, and confidence on your calls.
This position is full-time (40 hours/week). Employees are required to have flexibility to work any shift schedule during our normal business hours. It may be necessary, given the business need, to work occasional overtime or weekends.
Ability to work any shift schedule after Nesting, within the following hours of operation: 5:00am – 7:00pm Monday – Friday and 6:00am – 5:00pm Saturday, Pacific; 6:00am – 8:00pm Monday – Friday and 7:00am – 6:00pm Saturday, Mountain; 7:00am – 9:00pm Monday – Friday and 8:00am – 7:00pm Saturday, Central; 8:00am – 10:00pm Monday – Friday and 10:00am – 8:00pm Saturday, Eastern. OPEN MOST HOLIDAYS.
We offer 6 weeks of paid training (attendance and punctuality is required for successful completion of training) and to include 2-week nesting. The hours during training are Monday – Friday: 6:30am – 3:00pm Pacific; 7:30am – 4:00pm Mountain; 8:30am – 5:00pm Central; 9:30am – 6:00pm Eastern Monday – Friday. Open most holidays. Training will be conducted virtually from your home.
*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Primary Responsibilities:
- Answer incoming phone calls each day from customers and/or health care providers (i.e. physicians’ offices, clinics) and identify the type of assistance the customer needs
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
- Contact care providers (doctor’s offices) on behalf of the customer to assist with delivery of medication to that office, advising of authorizations that may be needed, or other information we may need from health care provider.
- Assist customers in navigating UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient in using our tools.
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
- Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries
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
- 1+ years of Customer Service experience
- Previous experience working with multiple computer screens while speaking to customers
- Ability in using computer and Windows PC applications, which includes strong navigation skills and learning new and complex computer system applications
- Ability to successfully complete Customer Service training classes, complete all class assessments with a passing score, and demonstrate proficiency of the material
- Must be 18 years of age OR older
- Ability to attend ALL sessions as scheduled of 6-week training (attendance and punctuality is required for successful completion of training) and to include 2-week nesting. Hours are Monday – Friday: 6:30am – 3:00pm Pacific; 7:30am – 4:00pm Mountain; 8:30am – 5:00pm Central; 9:30am – 6:00pm Eastern. OPEN MOST HOLIDAYS
- Ability to work any shift schedule after Nesting, within the following hours of operation: 5:00am – 7:00pm Monday – Friday and 6:00am – 5:00pm Saturday, Pacific; 6:00am – 8:00pm Monday – Friday and 7:00am – 6:00pm Saturday, Mountain; 7:00am – 9:00pm Monday – Friday and 8:00am – 7:00pm Saturday, Central; 8:00am – 10:00pm Monday – Friday and 10:00am – 8:00pm Saturday, Eastern. OPEN MOST HOLIDAYS
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:
- Proficiency conflict management skills to resolve issues in a stressful situation
- Ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, OR Washington, D.C. Residents Only: The hourly range for this is $16.00 – $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.
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.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.