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. Come make an impact on the communities we serve as we help advance health equity on a global scale. Here, you will find talented peers, comprehensive benefits, a culture guided by diversity and inclusion, career growth opportunities and your life’s best work.SM

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

Primary Responsibilities:

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  Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved
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  Coordinates and manages the setup of new customer requirements in Optum’s systems and processes, business transition planning, customer requirements settings, metrics and reporting needs, and working with internal teams to ensure seamless onboarding of new customers
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  Handles inbound/outbound calls, acting as the main point of contact for customers
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  Manages customer account activity, including customer inquiries, order fulfillment, customer backorders/substitutes, product change requests, and new/lost business submissions
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  Communicates with customers regarding their needs, questions, and concerns and addresses any potential customer questions or issues that may arise
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  Meets all departmental goals, including schedule adherence, average handle time, attendance and quality monitoring
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  Provides outsourced services to customers relating to invoicing, reimbursement, and/or other services by assisting with problem-solving and dispute resolution.
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  Supports customers on product return claims through follow up to provide authorization and communicates with the Claims department on unpaid credits and claims
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  Collects and reviews customer feedback, complaints, recalls and product returns, working closely with other functions as needed, and escalating to management when required
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  Identifies customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities
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  Supports process improvement initiatives, including opportunities for optimizing inventory levels, suppliers and operational performance, and cost control and profitability
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  Builds strong relationships with key business stakeholders (e.g., Supply Chain, Finance, Operations, Marketing) to work in a collaborative approach for improved customer service
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  Manages cases regarding reporting, backorders, customer complaints, and pricing and processes product complaint and incident reports
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  Supports general sales by analyzing account histories and coordinating internal resources to resolve customer needs
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  Investigates and reports on anomalies and discrepancies in point of sales systems, website ordering, and general customer complaint issues
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  Builds Customer Service metrics, KPIs and dashboards for tracking of continuous improvement
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  Redirects customers to applicable in-house resources as necessary
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  Participates in meetings with customers when needed, as the Customer Service expert

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:

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  High School Diploma/GED (or higher) OR Technical Certification in a related field OR 4+ years of customer service experience
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  3+ years of customer service experience
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  Intermediate proficiency in Microsoft office
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  Flexible to work any shift during operational hours (6:00AM – 6:00PM Monday-Friday)

Preferred Qualifications:

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  Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments
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  Applies advanced problem solving skills to resolve complex problems independently
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  Ability to drive exception based resolution when needed; modify process to resolve situations
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  Works independently and within established procedures; may receive general guidance on new assignments
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  May provide general guidance or technical assistance to less experienced team members
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  Able to process orders and be well versed in pick/pack/ship operation
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  Experience working in SAP and Salesforce environments

Soft Skills:

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  Excellent verbal, written and interpersonal communication skills
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  Strong computer acumen and business application proficiencies
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  Customer focused, results driven, action oriented & strong work ethic
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  Organized and detail-oriented
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  Ability to multitask and excellent time management skills

Careers with Optum. Our objective is to make health care simpler and more effective for everyone. With our hands at work across all aspects of health, you can play a role in creating a healthier world, one insight, one connection and one person at a time. We bring together some of the greatest minds and ideas to take health care to its fullest potential, promoting health equity and accessibility. Work with diverse, engaged and high-performing teams to help solve important challenges.

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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