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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. Hours: Monday – Friday, will work an 8-hour shift during business hours of 8am – 8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks You will enjoy the flexibility to telecommute* from anywhere within the U.S as you take on some tough challenges. Primary Responsibilities: - Conducts in-bound and out-bound calls for program requirements including, but not limited to medication adherence member outreach calls, reminder calls, prescription refill calls and provider follow-up calls in a call center environment - Completes calls/assignments and ensures census management, productivity weekly and monthly standards are met - Exhibits excellent phone and communication skills while providing complete and accurate information to customers - Receives and responds to escalated inquiries from all communication venues: e.g., task queues, portal, claim queue, department documentation platform - Perform review of prescription claims documentation collect and maintain eligibility information in an appropriate and confidential manner - Provide support to internal staff and providers with respect to Medicare drug related issues; request additional or supplemental information via correspondence to complete applications - Provides clerical and/or administrative support to clinical staff and managers for special studies, projects, and reports - Adheres to assigned schedule and quality metrics - Provides clerical and/or administrative support to pharmacy staff and managers for special projects and reports - Provides excellent customer service by serving as a resource to all internal and external customers - Participate in and contribute to the overall pharmacy quality improvement initiatives - Assist in training for new hires and internal staff - Attends required meetings and required participation in special committees as needed - 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 - Demonstrate a high degree of professionalism to always include both personal conduct and appearance - Ability to always maintain strict confidentiality to include but limited to patients and coworkers - Compliance with all organizational policies regarding ethical business practices - Ability to work independently, with some supervision and direction from manager - Must adhere to all department policies and procedures - Ability to work any schedule between 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks - Performs other duties as assigned - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service 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 higher) - 6+ months of administrative support experience - 6+ months of experience in a pharmacy/medical/healthcare setting - 6+ months of call center experience - 6+ months of experience with medical terminology - Basic level of proficiency with Microsoft Office products, including Word and Outlook - Ability to work an 8-hour shift Monday – Friday, 8am-8pm CST with the possible inclusion of Saturdays in the future on a rotating basis - Access to a dedicated work area established that is separated from other living areas and provides information privacy to keep all company sensitive documents secure (if applicable) Preferred Qualifications: - Certified and/or Registered Pharmacy Technician - Certified Medical Assistant (training or certification) - 2+ years of experience in a pharmacy setting - 2+ years of experience in a physician’s clinic or hospital - Bilingual language proficiency (English/Spanish) Soft Skills: - Ability to handle / diffuse escalated issues professionally - 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 - Demonstrate a high degree of professionalism to always include both personal conduct and appearance - Ability to always maintain strict confidentiality to include but limited to patients and coworkers - Compliance with all organizational policies regarding ethical business practices - Adhere to all department policies and procedures - Ability to work independently, with some supervision and direction from manager *All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy. 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 $16.15 to $28.80 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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. #RPO #GREEN

• Respond to incoming customer inquiries via phone, email, and chat. • Demonstrate a thorough understanding of our products and services to effectively address client needs. • Provide solutions to problems while ensuring a positive customer experience. • Maintain accurate documentation of all client interactions. • Work collaboratively with team members to continuously improve service delivery.

• Provide customer support through calls, email, and chat • Assist locator clients in navigating our platform • Explain features and guide users step-by-step • Troubleshoot common issues and provide solutions • Escalate complex cases when necessary • Maintain clear, professional communication with clients

• Respond to inbound and outbound customer interactions in Spanish and English as they come in (calls, emails, chat). • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear. • Resolve common issues immediately; escalate only when necessary with clear documentation. • Maintain control of conversations, especially when customers are confused or frustrated. • Switch between phone, email, and chat support throughout your shift without drop in quality. • Adjust tone and clarity depending on the customer’s language and level of understanding. • Translate or clarify information in real-time for Spanish-speaking customers when needed. • De-escalate tense situations without transferring the problem unless required. • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them. • Ensure each interaction ends with clarity—no unresolved confusion. • Log every interaction accurately in CRM systems immediately after handling it. • Track follow-ups and ensure no open cases are forgotten. • Maintain clean, structured records that another team member can understand instantly.