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Service Operations Representative

2 months ago

Philadelphia, Pennsylvania, United States Workoo Technologies Full time
About the Role

The Client Support Specialist position is a permanent role with an expected schedule of 35-40 hours per week, operating from Sunday to Sunday.

Employees must demonstrate flexibility to work any of our 8-hour shift schedules during our standard business hours of 5:00 am to 10:00 pm local time.

Training sessions are scheduled from Monday to Friday, 8:00 am to 5:00 pm CST for a duration of 5 weeks. Occasionally, due to business needs, overtime may be required.

Main Responsibilities
  • Handle incoming calls from clients regarding eligibility inquiries and prescription status.
  • Guide and inform clients about their prescription benefits, plan usage, formulary, premiums, and the status of orders and claims.
  • Ask pertinent questions and actively listen while 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 billing inquiries.

This role is both challenging and rewarding. You will be tasked with researching complex issues related to member prescriptions and pharmacy benefits across various databases, requiring proficiency in computer navigation and multitasking while engaging confidently and compassionately with clients.

Your performance will be recognized and rewarded in an environment that will challenge you and provide clear guidance on what it takes to succeed in your role, along with opportunities for advancement in other areas of interest.

Interview Process

Our interview process has been streamlined for your convenience. Your digital, recorded interview will consist of 5 questions and will last less than thirty minutes. Please be articulate, clear, and thorough in your responses. Once a decision has been made post-interview, we will notify you.

Required Qualifications
  • High School Diploma/GED (or higher) or equivalent work experience.
  • 1+ years of customer service experience, including providing support over the phone.
  • Familiarity with computers and Windows PC applications, including the ability to navigate and understand new and advanced computer system functions.
  • Basic knowledge of Microsoft Office 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 regular business hours of Sunday to Sunday, 5:00 am to 11:00 pm local time.
Preferred Qualifications
  • Experience in a call center environment.
  • Customer service experience.
  • Experience with adult learning in an online setting.
  • Familiarity with digital systems and platforms, including web, chat, and email.
  • Experience in a healthcare/insurance environment (familiarity with medical terminology, insurance documents, or benefit plan design).
  • Background in social work, behavioral health, disease prevention, health promotion, and behavior change (working with at-risk populations).
Telecommuting Requirements

Must have a dedicated workspace that is separate from other living areas and provides adequate privacy.

Ability to keep all company-sensitive information 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 wired connection (either directly to the modem or router).