Pharmacy Care Coordinator - San Antonio, TX

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 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 program 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.

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
• Must be able to pivot throughout the day to perform multiple duties
• 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
• Attend the required meetings and participate in special committees as needed
• Ability to work independently, with minimal supervision and direction from manager
• Must adhere to all department policies and procedures
• Adheres to assigned schedule including log in/out time, breaks and lunches. Excellent attendance is a must
• Ability to work on-site, an assigned 40-hour week; 8-hour shift between 8am-6pm CST, Monday through Friday and 8am-5pm CST on Saturdays.
• Training is 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
• Internal candidates must be in their current role for a minimum of 1 year
• Performs other duties as assigned

What are the reasons to consider working for UnitedHealth Group?  Put it all together – competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

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
• 2+ years of customer service experience
• 1+ year of experience in a call center setting
• Beginner level proficiency of Microsoft Office products, including Word and Outlook

Preferred Qualifications:

• Must be able to work independently, with some supervision and direction from manager
• Possesses basic medical terminology knowledge base
• Must 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
• Must maintain and demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Must always maintain strict confidentiality to include but not limited to patients and coworkers
• Must comply with all organizational policies regarding ethical business practices
• Must adhere to all department policies and procedures

The salary range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

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