Customer Service Representative – Etna, OH

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. 

Optum is seeking a dynamic and motivated individual to fill the role of Client Incentive & Compliance Manager for a 300K sq. ft. specialty distribution center located in Columbus (Etna), OH. The Client Incentive & Compliance Manager role will be on the team of an exciting new specialty distribution business serving patients with specialty and rare disease pharmaceutical manufacturers and healthcare providers by distributing and servicing therapies, at the frontier of healthcare. 

The successful candidate will be responsible for ensuring all contract requirements are fully implemented after agreement is fully executed. They will maintain tracking and ensure all supporting departments have information required and setup for success. Additionally, this role will support the account management team to ensure we are implementing correctly, have appropriate metrics in place, gather, monitor and report guaranteed performance measures related to each contract. This role will help set and raise the bar for delivering quality experiences for each account, while driving a culture of collaboration, innovation, inclusion, and execution.

As a new Optum business, we are building on our strengths but also challenging the status quo. We are creating a business that is designed to specifically serve the unique needs of patient populations using Specialty Pharmacies and supports the opportunity for expansion into additional therapies, which require enhanced services and new capabilities over traditional specialty distributors.

Primary Responsibilities: 

• Front-line support for all Rx products and services through the online system, chat, email, and phone
• Promptly handle 30-40 inquiries/day regarding product orders, order status, returns, subscription management, delivery status, exceptions, and general product knowledge
• Become an expert on our products; learn the ingredients and their purpose for use in existing formulas and new formulas as they are introduced
• Answer detailed product and service questions. Identify and fulfill client needs to achieve high customer satisfaction. Think quick on your feet to customize creative solutions to issues
• Coordinate cross-departmentally, monitoring the progress of various projects and initiatives and moving them along, occasionally performing a variety of administrative support tasks
• Respond to Amazon customer inquiries within the requisite time frame as dictated by Amazon (may require a small-time commitment on weekends; flexible scheduling is available)
• Manage a variable schedule and work environment; be accountable
• Follow up and follow through with all customer interactions
• Recommend and implement process improvements where applicable
• Proven ability to learn how processes work quickly, ask the right questions and come up with a cohesive plan for how to improve/automate them
• Encourage the growth of our customer base by providing outstanding service and by recognizing and proactively offering appropriate products and services
• Participate in ongoing training so that you grow and develop as a professional

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: 

• 1+ years of order entry/order verification experience
• ERP experience
• Proven solid understanding of pharmaceutical distribution and the supplier/pharmaceutical manufacturing landscape
• Proven self-motivated and capable of handling competing initiatives 
• Demonstrated excellent organizational, analytical, project execution, multi-tasking, and critical thinking skills
• Demonstrated excellent communication skills, presentation, and relationship management
• Demonstrated influential leader with solid networking skills and an ability to be effective in a performance-oriented culture

Preferred Qualifications:  

• SAP experience
• Proven account management background
• Demonstrated ability to master emotions when accepting live criticism from customers, suppliers, or business partners
• Demonstrated ability to function a fast paced, dynamic environment
• Demonstrated proficiency in MS Office (Excel, Word, Outlook, PowerPoint)  
• Ability to travel as part of periodic on-site visits to accounts/manufacturers and other vendors/stakeholders 

 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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.      

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

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