Pharmacy Customer Service Representative

Requisition number: 1062885

Job category: Customer Services

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.

Training classes start soon - apply today!

Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our healthcare system. It's dramatic. It's positive. And it's being led by companies like UnitedHealthcare, part of the UnitedHealth Group family of businesses. Now, you can take advantage of some of the best training and tools in the world to help serve our members by interfacing and solving issues with their health care providers. As part of our Provider Services group, the quality of support you deliver will directly translate into better care for their patients This is no small opportunity. This is where you can bring your compassion for others while building your career.

You've heard this all your life. Trust matters. Being trusted matters a lot. Here at OptumRx we've earned the trust of more than 65 million people who rely on us for the prescription drugs that improve their health and lifestyle. Now, we trust that you can take advantage of some of the best training and tools in the world to help serve our customers and their care providers. You'll take as many as 50 - 70 calls per day from members who have questions about their prescriptions, and you'll use your personality and our tools to make each call successful. This is no small opportunity. This is where you can bring your compassion for others while building your career.

Helping create positive customer experiences for providers and our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.

This position is full time (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during the following business hours 6:00 am - 9:00 pm CST. Please note that hours are subject to change contingent on business needs which may include occasional overtime, and / OR adjust shifts and weekends.

We offer 3 weeks of virtual classroom training, followed by 1 week of on-the-job training. The hours of training will be 8:30 am - 5:00 pm CST from Monday - Friday (100% attendance required). Participation on-camera is a requirement during training. Once training is completed, you will be assigned a schedule within the hours of 6:00 am - 9:00 pm CST from Sunday - Saturday. Attendance and punctuality are required for successful completion of training and nesting. Training will be conducted virtually from your home.

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

Primary Responsibilities:

• Answer incoming phone calls from health care providers (i.e., physician offices, clinics) and members to identify the type of assistance the provider needs (e.g., benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits, scheduling mediation deliveries)

• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller

• Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff

• Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends

General Profile:

• Moderate work experience within own function

• Some work is completed without established procedures

• Basic tasks are completed without review by others

• Supervision / guidance is required for higher level tasks

Job Scope and Leveling Guidelines:

• Applies knowledge / skills to activities that often vary from day to day

• Demonstrates a moderate level of knowledge and skills in own function

• Requires little assistance with standard and non-standard requests

• Solves routine problems on own

• Works with supervisor to solve more complex problems

• Prioritizes and organizes own work to meet agreed upon deadlines

• Works with others as part of a team

This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high-volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers / customers.

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

• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

• This position is full time (40 hours / week), Sunday - Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during the following business hours 6:00 am - 9:00 pm CST. Please note that hours are subject to change contingent on business needs which may include occasional overtime, and / OR adjust shifts and weekends

Preferred Qualifications:

• 1+ years of experience in a related environment (i.e., office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools

• Health care experience

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.)

Soft Skills:

• Must possess the ability to navigate evolving processes, priorities, and business demands while maintaining productivity and professionalism in a fast-paced environment

• Demonstrates confidence in managing complex interactions, applying effective de-escalation strategies, and maintaining a high standard of professionalism in both verbal and written communications to drive positive outcomes

• 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

*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.