Pharmacy Call Center Representative

• Conducts in-bound and out-bound calls for program requirements including, but not limited to medication adherence member outreach calls, reminder calls, prescription refill calls and provider follow-up calls in a call center environment
• Completes calls/assignments and ensure census management, productivity weekly and monthly standards are met
• Exhibits excellent phone and communication skills while providing complete and accurate information to customers
• Receives and responds to escalated inquiries from all communication venues: e.g., task queues, portal, claim queue, department documentation platform
• Perform review of prescription claims documentation collect and maintain eligibility information in an appropriate and confidential manner
• Provide support to internal staff and providers with respect to Medicare drug related issues; request additional or supplemental information via correspondence to complete applications
• Provides clerical and/or administrative support to clinical staff and managers for special studies, projects and reports
• Adheres to assigned schedule and quality metrics
• Provides clerical and/or administrative support to pharmacy staff and managers for special projects and reports
• Provides excellent customer service by serving as a resource to all internal and external customers
• Participate in and contribute to the overall pharmacy quality improvement initiatives
• Assist in training for new hires and internal staff
• Attends required meetings and required participation in special committees as needed
• Demonstrate excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers and managers
• Demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Ability to always maintain strict confidentiality to include but limited to patients and coworkers
• Compliance with all organizational policies regarding ethical business practices
• Ability to work independently, with some supervision and direction from manager
• Must adhere to all department policies and procedures
• Ability to work any schedule between 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks
• Performs other duties as assigned
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

• High School Diploma/GED (or higher)
• 2+ years of experience in a pharmacy/medical/healthcare setting
• 1+ years of administrative support experience
• 1+ years of experience working with all Microsoft Office products (Word, Outlook. Excel, Teams, etc.)
• 1+ years of experience with medical terminology
• 1+ years of call center experience
• 1+ years of experience with working knowledge of basic troubleshooting systems
• Access to a dedicated work area established that is separated from other living areas and provides information privacy to keep all company sensitive documents secure (if applicable)
• Ability to work an 8-hour shift Monday-Friday from 8am-8pm CST with the possibility of Saturdays in the future on a rotating basis

• Certified/Registered Pharmacy Technician
• Certified Medical Assistant training or certification
• Bilingual language proficiency (English/Any Non-English Language)
• Experience with Medication Adherence Hedis Measures (MAD/MAC/MAH)
• Call documentation platform experience
• Rx Claim experience
• Online softphone experience

• Ability to handle / diffuse escalated issues professionally
• Excellent organizational skills, customer service skills and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers and managers
• Demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Ability to always maintain strict confidentiality to include but limited to patients and coworkers
• Compliance with all organizational policies regarding ethical business practices
• Adherent to all department policies and procedures
• Ability to work independently, with some supervision and direction from manager

UnitedHealth Group