Customer Service Representative

Job description

Customer Service Representative 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. The Customer Service Representative position is full-time based on an anticipated schedule of (40 hours / week), Sunday – Saturday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 5:00 am – 11:00 pm local time, with set break and lunch times. During peak season and when deemed necessary for business needs, you will be required to work occasional overtime including a 6th day and one (1) weekend day shift. We offer 3 – 4 weeks of paid training where 100% attendance is required. The hours during training will be Monday – Friday at 8:00 am – 5:00 pm CST with break and lunch times set by the business. Training will be conducted virtually from your home; being on camera will be required 100% during training and as requested by leadership. When on camera, you must be visible from your shoulders up. Shift bids (schedule reassignments) occur 1-2 times per year, depending on business needs. During the shift bid process, your schedule will change. You will have the option to rank your preferred schedules, and the awarded schedule will be determined based on individual performance and metric ranking. Primary Responsibilities: • Respond to 60 – 80 incoming calls from customers or pharmacies inquiring about home delivery pharmacy or pharmacy benefits • Ask appropriate questions and listen actively while documenting required information in computer systems • Occasionally make outbound calls to customers for follow – ups 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. We offer monthly bonus incentives and an opportunity to promote within the first year in the role for eligible candidates. Required Qualifications: • High School Diploma / GED • Must be 18 years of age OR older • 1+ years of customer service experience • 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: Microsoft Word (ability to open and navigate a word document) and Microsoft Excel (ability to open and navigate a spreadsheet) • Ability to attend 3 – 4 weeks of training with 100% attendance and ability to be on camera throughout duration of training • Ability to work any of our 8-hour shift schedules during our normal business hours of Sunday – Saturday 5:00 am – 11:00 pm local time including weekends Preferred Qualifications: • Call Center experience • Experience with a virtual learning environment • Experience in working with Digital platforms and systems (Web, Chat, Email) • Health Care / Insurance environment (familiarity with medical terminology, health plan documents, OR benefit plan design) 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. UnitedHealth 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.