Customer Service Representative – Remote Jacksonville, FL

UnitedHealth Group
Published
November 11, 2020
Location
Jacksonville, FL
Category
Job Type

Description

 

Training classes start soon - apply today!

If you are located within 75 miles from Jacksonville site location, you will have the flexibility to telecommute* 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 50-70 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.

This position is full-time (40 hours/week) Monday - Saturday. You will have Sundays off and a day off during the week. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of 6:00am - 11:00pm. 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:

  • Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
  • Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
  • Ask appropriate questions and listen actively while documenting required information in computer systems
  • Identify issues and communicate solutions and steps to  customers, pharmacies and  physicians with prescription orders and reorders
  • Make outbound calls to customers on prescription orders and payment issues

    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.

    To learn even more about this position and hear from our other Pharmacy Customer Service Representatives, click here to watch a short video: http://uhg.hr/pharmCSRvideo

    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
    • Minimum of 2+ years of combined education, work and/or volunteer experience
    • Required to have flexibility to work any of our 8-hour shift schedules during our normal business hours (between 5 am and up to 10:30 pm) Monday - Sunday
    • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders.

      Preferred Qualifications:

      • Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
      • Social work, behavioral health, disease prevention, health promotion and behavior change  (working with vulnerable populations)
      • Customer Service experience
      • Capable to begin employment in work at home status.   Systems supplied by Optum/UHG for new employees
      • Proven capabilities working in Digital platforms and systems. Web, Chat, email.
      • Adult Learning in virtual environment
        Telecommuting Requirements:
        • All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy
        • Reside within 75 miles of Jacksonvilel site located at 7159 Corklan Drive, Jacksonville, FL 32258
        • 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 be able to connect directly into internet - via hard wire (either directly to modem or router)
        • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

        UnitedHealth Group is an essential business. The health and safety of our team members is our highest priority, so we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends. At this time, 90% of our non-clinical workforce transitioned to a work at home (remote) status.  We have taken steps to ensure the safety of our 325,000 team members and their families, providing them with resources and support as they continue to serve the members, patients and customers who depend on us.

        Some of the steps we've taken to ensure employee well-being include:

        • Transitioned our new hire training classes to be conducted virtually
        • Launched our ProtectWell app and UnitedCARES program to help ease the burden and stress for our UnitedHealth Group team members and their immediate family affected by COVID-19
        • Daily updates from our CEO Dave Wichmann to support and inspire team members during this challenging time
        • Onsite social distancing and increased sanitization measures for employees who have been welcomed back to our offices
        • Fully cover the COVID-19 healthcare costs for our employees
        • Employees who self-identify as high risk or who live with someone who is high risk have been asked to remain working from home

        You can learn more about all we are doing to fight COVID-19 and support impacted communities at: https://www.unitedhealthgroup.com/newsroom/addressing-covid.html

          Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.SM

          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.

          Keywords: UnitedHealth Group, OptumRX, training class, customer service representative, customer service, CSR, Pharmacy, PBM, Pharmacy Benefit Management, inbound calls, Call Center, work at home, work from home, WAH, WFH, remote, telecommute, hiring immediately

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