Customer Service Representative – Overland Park, KS

Position Description

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life’s best work.

Challenge can often be it’s own reward. But why settle for just being challenged when you can also be nurtured, mentored and supported as you make an impact in a fast paced career? At UnitedHealthcare, part of the UnitedHealth Group family of businesses, you can have all of the above, everyday. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers.

As a Customer Service Representative, you’ll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Every day, you’ll provide compassionate and empathetic support to 50 to 70 callers providing guidance, support, and resolution for escalated issues. This is no small opportunity. This is where you can bring your compassion for others while building your career.

This role is equally challenging and rewarding. You’ll be on the phone for long periods of time and encounter all types of communication styles and personalities as you help resolve conflicts or issues. You’ll deal with stressful situations and resolve complex health care concerns in a positive, simplified manner so that callers fully understand their health care plans and solutions.

Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone – based customer interaction to answer and resolve a wide variety of inquiries. Employees in jobs labeled with SCA must support a government Service Contract Act (SCA) agreement.

Primary Responsibilities:

• Serve as a resource or Subject Matter Expert for team members or internal customers
• Demonstrate outstanding service to identify the source of the caller’s issue and work to resolve the inquires in a timely and professional manner
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites while encouraging and reassuring them to becoming self – sufficient with our tools
• Extensive work experience within own function
• Work is frequently completed without established procedures
• Works independently
• May act as a resource for others
• May coordinate others’ activities

Requirements:

• High School Diploma / GED (or higher)
• 1+ years of customer service experience OR experience in a medical office, healthcare, call – center or office setting analyzing and solving customer problems
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Proficient in translating health care – related jargon and complex processes into simple, step – by – step instructions customers can understand and act upon
• Availability to work a scheduled 8 hour shift between the hours of 10:30 am to 7:00 pm, Monday through Friday. Overtime is possible and overtime could take place either before, after, or on a different day than your regularly scheduled shift.

Preferred Qualifications:

• Healthcare experience
• Knowledge of medical billing/finance and eligibility processes, practices and concepts
• Specialty pharmacy experience

Soft Skills:

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills including the ability to resolve stressful situations

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 you’re ready to talk about groundbreaking interactions, let’s 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. Let’s talk about smart, motivated teams. Let’s talk about more effective and affordable healthcare solutions. This is caring. This is great chemistry. This is the way to make a difference. We’re 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

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: customer service, telephonic customer service, call center, inbound, outbound, pharmacy, prescription refill, prescription delivery, Optum, OptumRx, UnitedHealth, UnitedHealth Group

Job Details

• Requisition Number826818
• Job TitleCustomer Service Representative – Overland Park, KS
• Job FamilyCustomer Services
• Business SegmentOptumRx

Job Location Information

• Overland Park, KS
  United States
  North America

Additional Job Detail Information

• Employee StatusRegular
• ScheduleFull-time
• Job LevelIndividual Contributor
• ShiftDay Job
• TravelNo
• Telecommuter PositionNo
• Overtime StatusNon-exempt