Inbound Customer Service Representative - National Remote

1,500 Sign-On Bonus for External CandidatesYou’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.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 30 to 50 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. The Inbound 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, of which full attendance is required, are Monday – Friday 9:00 am to 6:00 pm CST for up to 6 weeks. It may be necessary, given the business need, to work occasional overtime.All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.Primary Responsibilities:

Seek to understand, identify and respond to the needs of our customers related to benefit eligibility questions, prescription status inquiries, and resolving issues.

Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries.

Ask appropriate questions, actively listen, and anticipate customer needs while documenting required information in computer systems.

Own problem resolution and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders.

Educate on and assist customers with digital portal utilization to encourage self-service.

Make outbound calls to customers on prescription orders and payment issues.

Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.

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 inRequired Qualifications:

High school diploma / GED (or higher) or equivalent work experience

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

Preferred Qualifications:

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

Prior health care experience

Soft Skills:

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

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

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies required all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.Careers with Optum . Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.California, Colorado, Connecticut, Nevada, Washington or New York City Residents Only: The salary range for California / Colorado / Connecticut / Nevada / Washington / New York City residents is $16.00 - $27.31.Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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 incentivesPLEASE NOTE The sign on bonus is only available to external candidates. Candidates who are currently working for a UnitedHealth Group, UnitedHealthcare or related entity in a full time, part time, or per diem basis ("Internal Candidates") are not eligible to receive a sign on bonus.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.#RPO #YELLOW