Client Support Specialist

2 weeks ago

Portland, Oregon, United States Recruit Monitor Full time
Position Overview

The Client Support Specialist role is a permanent position offering a flexible schedule of 35-40 hours per week, available from Sunday to Saturday.

Team members are expected to have the adaptability to work any of our 8-hour shift schedules during our standard operating hours of 5:00 am to 10:00 pm local time.

Initial training sessions will occur Monday through Friday from 8:00 am to 5:00 pm CST for a duration of 5 weeks. It may be necessary, depending on business needs, to work occasional overtime.


Key Responsibilities

1. Respond to incoming calls from clients regarding eligibility inquiries and prescription status.

2. Guide and educate clients on their prescription benefits, plan usage, formulary, premiums, and the status of orders and claims.

3. Ask relevant questions and actively listen while documenting necessary information in computer systems.

4. Identify issues and communicate solutions and steps to clients, pharmacies, and healthcare providers regarding prescription orders and reorders.

5. Make outbound calls to clients concerning prescription orders and payment inquiries.

6. This role is both challenging and rewarding.

You will be required to investigate complex issues related to member prescriptions and/or pharmacy benefits across multiple databases, necessitating proficiency in computer navigation and multitasking while engaging confidently and compassionately with callers.

You will be recognized and rewarded for your performance in an environment that will challenge you and provide clear guidance on what it takes to excel in your role, along with opportunities for advancement into other positions you may be interested in.
Interview Process

Our interview process has been designed for your convenience. Your virtual, recorded interview will consist of 5 questions and will last less than 30 minutes.

Please be concise, clear, and thorough. Once a decision has been made following your interview, we will inform you.


Required Qualifications

1. High School Diploma/GED (or higher) or equivalent work experience.

2. At least 1 year of customer service experience, including providing service over the phone.

3. Proficiency with computers and Windows applications, including the ability to navigate and understand new and complex computer systems.

4. Basic knowledge of Microsoft Office Word (ability to open and navigate a document) and Microsoft Excel (ability to open and navigate a spreadsheet).


5. Ability to work any of our 8-hour shift schedules during our regular business hours from Sunday to Sunday, 5:00 am to 11:00 pm local time.

Preferred Qualifications

1. Experience in a call center environment.

2. Background in customer service.

3. Familiarity with adult learning in a virtual setting.

4. Experience with digital platforms and systems, including web, chat, and email.

5. Knowledge of healthcare/insurance settings (familiarity with medical terminology, insurance documentation, or benefits program design).

6. Experience in social services, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations).
Telecommuting Requirements

1. A dedicated workspace that is separate from other living areas and provides specific privacy is required.

2. Ability to keep all company-sensitive documents secure (if applicable).

3. Must reside in an area that can obtain a high-speed internet connection approved by UnitedHealth Group or utilize an existing high-speed internet service.

4. Must be able to connect directly to the internet via a hard wire (either directly to a modem or router).

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