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Client Support Specialist
2 months ago
The role of the Customer Service/Online Support Representative is a permanent position requiring a commitment of 35-40 hours per week, available from Sunday to Saturday.
Flexibility is essential as you will be expected to work any of our 8-hour shift schedules during our operational hours of 5:00 am to 10:00 pm local time.
Training ScheduleStandard training will take place Monday through Friday from 8:00 am to 5:00 pm CST for a duration of 5 weeks. Occasional overtime may be required based on business needs.
Key Responsibilities
- Respond to incoming calls from clients regarding eligibility for benefits and prescription status.
- Provide guidance and information to clients about their prescribed benefits, including plan usage, formulary, premiums, and the status of orders and claims.
- Ask relevant questions and actively listen while accurately documenting necessary information in computer systems.
- Identify issues and communicate solutions and actions to clients, pharmacies, and healthcare providers regarding prescription orders and reorders.
- Make outbound calls to clients concerning prescription orders and payment inquiries.
This position is both challenging and rewarding.
You will be tasked with investigating complex issues related to member prescriptions and pharmacy benefits across various databases, which requires proficiency in computer navigation and multitasking while engaging with clients with confidence and empathy.
Your performance will be recognized and rewarded in an environment that challenges you and provides clear guidance on how to excel in your role, along with opportunities for advancement in other areas of interest.
Interview Process
Our interview process has been streamlined for your convenience. The digital, recorded interview will consist of 5 questions and will last less than 30 minutes. Please be concise, clear, and thorough. You will be notified once a decision has been made following your interview.
Required Qualifications
- High School Diploma/GED (or higher) or equivalent work experience.
- At least 1 year of customer service experience, including providing support over the phone.
- Proficiency with computers and Windows applications, including the ability to navigate and learn new and complex software systems.
Basic knowledge of Microsoft Word (ability to open and navigate a document) and Microsoft Excel (ability to open and navigate a spreadsheet).
Ability to work any of our 8-hour shift schedules during our standard business hours of Sunday to Sunday from 5:00 am to 11:00 pm local time.
Preferred Qualifications- Experience in a contact center environment.
- Background in customer support.
- Familiarity with adult learning in a digital context.
- Experience working with digital systems and platforms, including web, chat, and email.
- Knowledge of healthcare/insurance environments (familiarity with medical terminology, insurance documentation, or benefits plan design).
Experience in community service, mental health, disease prevention, health promotion, and behavior change (working with at-risk populations).
Remote Work Requirements- Must have a dedicated workspace that is separate from other living areas and ensures data privacy.
- Ability to keep all company-sensitive documents secure (if applicable).
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.
Must be able to connect directly to the internet via a hard cable (either directly to the cable box or router).
