Pharmacy Customer Service Representative

UnitedHealth Group

(Westerville, Ohio)
Full Time Evenings Weekends
Job Posting Details
About UnitedHealth Group
UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.
Summary
As a Pharmacy Customer Service Representative, we’ll empower you to deliver resolutions on simple to complex pharmacy care related concerns. Every day, you’ll deliver an exceptional experience to between 50 to 70 callers, in a compassionate manner - always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. Every phone call gives you that opportunity to improve the lives of our customers and exceed their expectations. That is right; at OptumRX you will be a part of an elite team as you grow and develop at a pace that energizes your career and makes the most of your promise.
Responsibilities
* Answer incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries * Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries * Ask appropriate questions and listen actively to identify any questions or issues while documenting required information in computer systems * Identify issues and communicate solutions and steps to customers, pharmacies, and physicians with prescription orders and reorders * Escalate drug related calls as appropriate to licensed pharmacist for resolution * Coordinate internal resolution of claims exceptions and other issues to include determining appropriateness of overriding pharmacy claims edits and error messages * Make outbound calls to customers on prescriptions withhold orders and payment issue * May also assist with entering new prescription orders into system * Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
Ideal Candidate
* Prefer 1 year experience in an office setting, call center setting or phone support role but not required * An education level of at least a high school diploma or GED * Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications * Ability to remain focused and productive each day though tasks may be repetitive * Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product * Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed * All new hires will be required to successful complete Customer Service training classes and demonstrate proficiency of the material
Compensation and Working Conditions

Working Conditions

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (10:30am - 8:00pm).

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