Customer Service Representative - National Remote

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Opportunities at divvyDOSE , part of the Optum family of businesses. We’re reimagining health care for everyone. We’re simplifying medication delivery with personalized packages at no extra cost. We save people time by handling their medication refills and insurance needs, so they can focus on feeling their best. You can be part of our rapidly growing team that’s home to talented pharmacists, pharmacy technicians and support staff who are passionate about health and wellness. Take the next step in your career journey with an organization that makes an impact and loves doing it. Discover the meaning behind Caring. Connecting. Growing together.

As a divvyDOSE Customer Service Representative, you will be able to demonstrate what right looks like as a fully proficient Customer Service Representative. Positively contribute to the overall team motivation and drive team engagement. Support both incoming and outgoing customer and provider calls with excellent customer service.

DivvyDose is a full service pharm that delivers medications to patient homes. The medication is pre-sorted and packaged based off time and patient needs. The goal is to take the guesswork out of their medication. As a Customer Service Rep., you will mainly handle inbound calls, though you will also make some outbound calls when needed. You will be taking calls from both patients and providers and assisting them with adding new medication to orders, addressing concerns or questions related to DivvyDose’s services as well as updating provider information for patients. It is critical to be empathetic and ensure positive interactions and establishing connections with patients in this position. Metrics include quality of call observations and avoiding refused calls, among other call center-related goals.

This position is full-time. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 7:00 am - 7:00 pm CST, Monday - Friday, and 7:30 am - 4:30 pm CST, Saturdays. New hires will work on Saturdays. It may be necessary, given the business need, to work occasional overtime and weekends.

We offer 3 weeks of structured training and 1 week of on-the-job training. The hours during training will be between 8:30 am - 5:00 pm CST, Monday - Friday. Training will not take place on Saturdays. Training will be conducted virtually from your home (2 weeks virtual, 1 week of on-the-job, 1 week of cocoon).

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities

• Answer 30-45 incoming phone calls per day from customers and identify the type of assistance the customer needs
• Ask appropriate questions and demonstrate active listening to identify specific questions or issues, build rapport, respond with compassion while documenting required information in computer systems
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to callers
• Deliver information and answer questions in a positive manner to facilitate solid relationships with customers, providers, and their staff
• Constantly meet established productivity, schedule adherence, and quality standards
• Contribute to updating Standard Operating Procedures (SOPs) and team content
• Demonstrate customer retention efforts when applicable.
  
  

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of experience in a high-volume call center environment
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work during our normal business hours of 7:00 am - 7:00 pm CST, Monday - Friday, and 7:30 am - 4:30 pm CST, on Saturdays once training is completed including the flexibility to work occasional overtime and weekends based on the business need
  
  

Telecommuting Requirements

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
  
  

Soft Skills

• Written and verbal communication skills
• Flexibility and ability to adjust to changing priorities
  
  

The hourly range for this role is $16.00 to $28.85 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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