Customer Service Representative

This position is Onsite. Our office is located at 707 S Grady Way, Suite 400, Renton, WA 98057.

Opportunities with Genoa Healthcare. A career with Genoa Healthcare means you're part of a collaborative effort to serve behavioral health and addiction treatment communities. We do more than just provide medicine: we change lives for the better. People with serious mental or chronic illness - and those who care for them - have moving stories, and at Genoa we become their voice, their partner. Working as part of a coordinated care team, we partner with community-based providers and others to ensure that people with complex health conditions get the right medications and are able to follow their treatment plans. Our personalized services - in-clinic pharmacies, medication management and more - are leading the way to a new level of care.

Genoa is a pharmacy care services company that is part of Optum and UnitedHealth Group's family of businesses. We are part of a leading information and technology-enabled health services business dedicated to making the health system work better for everyone. Join us to start Caring. Connecting. Growing together. 

This position requires a unique skill set that handle supplying expertise and customer service support to members, consumers and/or providers. Direct phone-based consumer interaction to answer and resolve a wide variety of questions. As a Customer Service Representative, you'll compassionately deliver exceptional experience to between 20-90 callers per day, always remembering that there is a real person on the other end of the phone who is seeking help, guidance, and support. You'll also provide support to your team members and serve as a resource to our pharmacy locations.

This position is full-time (40 hours / week) Monday - Friday. Employees must have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 5:00 pm PST. It may be necessary, given the business need, to work occasional overtime. Our office is located at 707 S Grady Way, Suite 400, Renton, WA 98057

We offer on-the-job training.  The hours will be aligned with your schedule.

Primary Responsibilities:

• Answer incoming phone calls daily from consumers and/or providers (i.e., physicians' offices, pharmacy locations, facility partners) and find the type of assistance the customer needs
• Ask proper questions and listen actively to find specific questions or issues while documenting required information in the computer system
• Contact pharmacy locations on behalf of the consumer to assist with billing related questions
• Assist consumers in navigating the Genoa Healthcare website while encouraging and reassuring them to become self-sufficient in using our tools
• Research complex issues across multiple databases ad with support resources to resolve consumer and/or partner with others to resolve escalated issues.
• Demonstrate understanding of internal/external factors that may drive caller questions/issues
• Ask appropriate questions and listen actively to identify underlying questions/issues

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 Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
• 6+ months of experience with call center Customer Service
• Familiarity with Microsoft Office Suite and Windows PC applications, which includes the ability to learn new and complex computer applications
• Complete the Customer Service training and prove proficiency of the material
• Located within 30 miles from on-site location: 707 S Grady Way, Suite 400, Renton, WA 98057
• Ability to work on site during the normal business hours of 6:00 am - 5:00 pm, Monday through Friday

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 - $28.80 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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