Customer Service Representative – 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.

This position is full-time based on an anticipated schedule of 40 hours per week. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00am – 10:00pm Sunday – Saturday CST. During peak season you will be required to work overtime including a 6th day.

We offer 3 weeks training of which attendance will be 100% required. The hours during training will be 8:00am to 5:00pm CST, Monday – Friday.  Training will be conducted virtually from your home.

For more information on a day in the life of a Customer Service Representative please review this link: Day In the Life of Customer Service V2 For Interviews- (kaltura.com)

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

• Respond to 60-80 incoming calls from home delivery pharmacy customers with requests for refilling orders and checking order status or pharmacy benefit inquiries from members
• Ask appropriate questions and listen actively while documenting required information in computer systems
• Make outbound calls to customers on prescription orders and payment issues
• Support M3P programs and answer all incoming related questions regarding the program

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 2+ equivalent work experience
• 1+ years of customer service experience to include providing service over the phone  
• 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 5:00am – 10:00pm CST including one weekend day shift
• Must be 18 years of age OR older

Preferred Qualifications:

• Call Center experience
• Experience with a virtual learning environment
• Experience with a virtual working 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)

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
• Anticipate taking a minimum of 50 calls daily

Physical and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer

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.

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