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.  

The Senior Pharmacy Support Specialist will make outbound calls to members and physicians to improve medication adherence and other pharmacy related quality metrics.  Responsible for gathering prescription refill orders and providing excellent customer service as well as determining the eligibility of members applying for the Medical Assistance Program.  May serve as a team lead within the Quality Pharmacy team.

Primary Responsibilities:

• Conduct a high volume of outbound calls to members to discuss reasons for non-compliant to medication(s), schedule pharmacy telephonic appointments, and/or obtain important follow up information from providers. Outbound calls are made primarily using an autodialer requiring precision to detail and adaptability to type of response needed
• May answer inbound calls from members and assists them with their inquiries. Routes calls to appropriate department if necessary
• Follows system scripting and validates member demographic information
• Documents the provider or member's record with accurate information obtained on the call
• Provides support to internal staff, subcontractors and providers with respect to Medicare drug related issues
• May serve as a team lead for the Quality Pharmacy team and mentor new employees to the team as necessary
• May assist department trainer in putting together materials (job aids, screen shots, short video demonstrations, etc.) for reference within the Quality Pharmacy team
• Participates in and contributes to the overall pharmacy quality improvement initiatives
• Collects and maintains eligibility information in an appropriate and confidential manner
• Assist with new hire trainings
• Acts as point of contact for process/workflow related questions in the absence of  a supervisor
• Enters all assigned applications within a specified time frame in order to ensure eligibility deadlines are met accordingly
• Exhibits excellent phone and communication skills while providing complete and accurate information to members
• Requests additional or supplemental information via correspondence in order to complete applications
• Adheres to assigned schedule and quality metrics
• Uses a multi-lined telephonic system to answer calls regarding pharmacy related quality metrics
• Follows all policy and procedures for the Medical Assistance Program
• Performs all other related duties as assigned

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)
• Certified Pharmacy Technician (CPhT)
• 5+ years’ experience in a pharmacy setting
• 2+ years of working knowledge of HIPAA Privacy and Security Rules and CMS security requirements
• 2+ years of working knowledge of Microsoft Office, Internet and e-mail 
• 1+ year experience in call center experience
• Intermediate proficiency of the Medicare Part D, particularly the pharmacy record review, claims, billing and reimbursement rules

Preferred Qualifications:

• Bilingual
• PBM experience
• Working knowledge of Medicare Part B and Part D coverage guidelines and payment methodologies
• Advanced knowledge of NCPDP and other types of prescription drug claims
• Previous retail pharmacy experience 

Physical & Mental Requirements:  

• Ability to lift up to 25 pounds
• Ability to sit for extended periods of time
• Ability to stand for extended periods of time
• Ability to use fine motor skills to operate office equipment and/or machinery
• Ability to receive and comprehend instructions verbally and/or in writing
• Ability to use logical reasoning for simple and complex problem solving

Soft Skills:

• General writing skills and ability to produce work free from typographical or spelling errors.  

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. 

#RPO #Red

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