Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.Join us to start Caring. Connecting. Growing together.
The Pharmacy Care Coordinator will effectively support the successful implementation and execution of all pharmacy programs and processes. The Pharmacy Care Coordinator will provide support to the pharmacy staff to ensure applicable programming processes and operational responsibilities are met. This position will also provide support in troubleshooting any member issues identified by the pharmacy staff during outreach calls. May serve as a subject matter expert for other Pharmacy Care Coordinators on the Quality Pharmacy team.
Working hours: 40-hour week; 8-hour shift between 8am-6pm CST, Monday through Friday and 8am-5pm CST on Saturdays. (Saturdays are on a rotation)
Location: Full time on site - 19500 W I 10, San Antonio, TX 78257
Training: 2-4 weeks. Training time is 8:00am-5:00pm CST. Monday- Friday. The training time and length is subject to change, based on business needs
Primary Responsibilities:
- Conducts a high volume of inbound and outbound calls for program requirements including, but not limited to patient scheduling, surveys/screenings, reminder calls, and prescription refill calls, in a call center environment
- Comfortable being on calls for 7.5 hours a day, 5 days a week
- Completes calls/assignments and productivity weekly and monthly to ensure departmental standards are met
- Provides excellent customer service by serving as a resource to all internal and external customers
- Exhibits excellent phone and communication skills while providing complete and accurate information to customers
- Must be able to multi-task using multiple applications to provide accurate and responsive information to the member
- Ability to create personalized relationships with members while addressing individual needs
- Adheres to assigned schedule and quality metrics including refill and conversion rates, call quality, appointment schedules, and other MBO goals
- Uses a multi-lined telephonic system to answer calls regarding medication adherence needs
- Receives and responds to escalated inquiries from all communication venues: e.g., task queues, fax portal, claim queue, department documentation platform
- Provide support to internal staff and providers with respect to Medicare drug related issues. Request additional or supplemental information via correspondence to complete members' or providers' medication adherence needs
- Provides clerical and/or administrative support to clinical staff and managers for special studies, projects and reports
- Participate in and contribute to the overall pharmacy quality improvement initiatives
- Assist in training for new hires and internal staff
- Adheres to assigned schedule including log in/out time, breaks and lunches. Excellent attendance is a must
- Performs other duties as assigned
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions 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 higher)
- 2+ years of customer service experience
- 1+ years of experience in a call center setting
- Basic level of proficiency with Microsoft Office products, including Word and Outlook
- Basic level of knowledge with medical terminology
- Possess and demonstrate excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers and managers
Preferred Requirements:
- Experience with Medication Adherence HEDIS measures (MAD/MAC/MAH)
- 2+ years of experience in a physician's clinic or hospital
- Bilingual language proficiency (English/Spanish)
Soft Skills:
- Ability to work independently, with some supervision and direction from manager
- Ability to maintain and demonstrate a high degree of professionalism to always include both personal conduct and appearance
- Ability to maintain strict confidentiality to include but not limited to patients and coworkers
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.98 to $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
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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