Customer Service Representative – National Remote

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.

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 youre ready to talk about groundbreaking interactions, lets 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. Lets talk about smart, motivated teams. Lets talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. Were 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

As a divvyDOSE Customer Service Representative , you will be able to demonstrate what right looks like as a fully proficient Customer Service Representative. Positively contribute to the overall team motivation and drive team engagement. Support both incoming and outgoing customer and provider calls with excellent customer service.

DivvyDose is a full service pharm that delivers medications to patient homes. The medication is pre-sorted and packaged based off time and patient needs. The goal is to take the guesswork out of their medication. As a Customer Service Rep., you will mainly handle inbound calls, though you will also make some outbound calls when needed. You will be taking calls from both patients and providers and assisting them with adding new medication to orders, addressing concerns or questions related to DivvyDose’s services as well as updating provider information for patients. It is critical to be empathetic and ensure positive interactions and establishing connections with patients in this position. Metrics include quality of call observations and avoiding refused calls, among other call center-related goals.

This position is full-time, Monday – Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday – Friday from 7:00 am – 7:00 pm CST, Saturdays from 7:30 am – 4:30 pm CST. New hires will work on Saturdays. It may be necessary, given the business need, to work occasional overtime and holidays.

We offer 3 weeks of structured training and 1 week of on-the-job training. The hours during training will be between 7:00 am – 7:00 pm CST, Monday – Friday. Training will not take place on Saturdays. Training will be conducted virtually from your home.

You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Answer 30-45 incoming phone calls per day from customers and identify the type of assistance the customer needs.

Ask appropriate questions and demonstrate active listening to identify specific questions or issues, build rapport, respond with compassion while documenting required information in computer systems.

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

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 callers.

Deliver information and answer questions in a positive manner to facilitate solid relationships with customers, providers, and their staff.

Constantly meet established productivity, schedule adherence, and quality standards.

Contribute to updating Standard Operating Procedures (SOPs) and team content.

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

1 years of experience in a high-volume call center environment

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

Ability to work during our normal business hours, Monday – Friday from 7:00 am – 7:00 pm CST and Saturdays from 7:30 am – 4:30 pm CST including the flexibility to work occasional overtime and holidays based on business need

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:

Written and verbal communication skills

Flexibility and ability to adjust to changing priorities

All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

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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