Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Overland Park


Position Description

You want to learn.  We want to teach.  Together, the result is a successful career.  But first, you have to apply! Training classes start soon.

This is your chance to do more, share your knowledge with others and be amazed at what you can do. At OptumRx, we’re changing the way health care works for the better and we want motivated people like you to join us. As a Pharmacy Senior Customer Service Representative, you'll be empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life’s best work.SM

In this role, you'll work to deliver resolutions on simple to complex pharmacy care related concerns. You'll also provide support to your team members by serving as a resource and subject matter expert.  Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. This is your chance to become part of an elite team as you grow and develop at a pace that energizes your career and makes the most of your promise.

This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8 hour shift schedules during our normal business hours of (7:00am- 9:00pm). It may be necessary, given the business need, to work occasional overtime or weekends. Our office is located at 6860 W. 115 Street, Ste 150, Overland Park, KS.

There are several steps in our hiring process - it’s a thorough process because we want to ensure the best job and culture fit for you and for us. In today’s ultra-competitive job market, the importance of putting your best foot forward is more important than ever. And you can start by completing all required sections of your application. (i.e. profile, history, certifications and application/job questions). Once you submit your resume, you’ll receive an email with next steps. This may include a link for an on-line pre-screening test(s) (or what we call an assessment) that we ask you to complete as part of our selection process.  You may also be asked to complete a digital video interview, but we will offer full instructions and tips to help you. After you have completed all of these steps, you can check on the status of your application at any time, but you will also be notified via e-mail.

To learn even more about this position, hear from our other Pharmacy Customer Service Representatives. Click here to watch a short video:

Primary Responsibilities:
Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
Handle escalated calls, resolving more complex customer issues in a one and done manner
Answer incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries
Ask appropriate questions and listen actively to identify any questions or issues while documenting required information in computer systems
Identify issues and communicate solutions and steps to customers, pharmacies, and physicians with prescription orders and reorders
Escalate drug related calls as appropriate to licensed pharmacist for resolution
Coordinate internal resolution of claims exceptions and other issues to include determining appropriateness of overriding pharmacy claims edits and error messages
Make outbound calls to customers on prescriptions withhold orders and payment issue
May also assist with entering new prescription orders into system
Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance 

Required Qualifications:
1 year Customer Service Representative (CSR) experience or 1 year experience in an office setting, call center setting or phone support role preferred, but not required
An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
Familiarity with computer and Windows PC applications, which includes the ability to

About the company

Our mission is to help people live healthier lives and to help make the health system work better for everyone.

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 85 million people worldwide.

Our biggest point of differentiation is our people - and the collective talent, energy, intelligence and drive our force of 188,000 individuals around the world bring to our mission every single day. So, how do we do it? With our every action, interaction and intention that demonstrates the five fundamental values that guide everything we do:

• Integrity
• Compassion
• Relationships
• Innovation
• Performance

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