Customer Service Health Care

Applicant: Shantel Whitley

Representation of Information - Setting the right expectations

OptumRx Customer Service Representative

Our Business:

• We’re a well managed, highly respected, growing company.

• We’re a leader in healthcare industry – we make a difference in people’s lives.

Our Beliefs:

• We follow a strict set of values and beliefs. We empower our people to perform to the best of their ability.

We provide a nurturing environment. Our business is caring for others.

Our Values:

Integrity - We are dedicated to the highest levels of personal and institutional integrity. We make honest

commitments and work to consistently honor those commitments. We do not compromise ethics. We strive

to deliver on our promises and we have the courage to acknowledge mistakes and do whatever is needed to

address them.

Compassion - We try to walk in the shoes of the people we serve and the people we work with across the

health care community. Our job is to listen with empathy and then respond appropriately and quickly with

service and advocacy for each individual, each group or community and for society as a whole. We

celebrate our role in serving people and society in an area so vitally human as their health.

Relationships - We build trust through cultivating relationships and working in productive collaboration

with government, employers, physicians, nurses and other health care professionals, hospitals and the

individual consumers of health care. Trust is earned and preserved through truthfulness, integrity, active

engagement and collaboration with our colleagues and clients. We encourage the variety of thoughts and

perspectives that reflect the diversity of our markets, customers and workforce.

Innovation – We pursue a course of continuous, positive and practical innovation, using our deep

experience in health care to be thoughtful advocates of change and to use the insights we gain to invent a

better future that will make the health care environment work and serve everyone more fairly, productively

and consistently.

Performance - We are committed to deliver and demonstrate excellence in everything we do. We will be

accountable and responsible for consistently delivering high-quality and superior results that make a

difference in the lives of the people we touch. We continue to challenge ourselves to strive for even better

outcomes in all key performance areas.

Our Environment:

• Our Service Center is a structured environment

• Attendance and punctuality are critical

• It’s not “OK” to be late - it affects our service to our customers. Customer Service

Advocates are required to be at their desk, logged-on to all systems, and ready to service

customers at the scheduled start time after log-on allowance.

• You’ll need to be able to handle changes in work structures/processes, schedules, team

structures; the ability to go with the flow in a changed environment

• Shifts are scheduled, with scheduled breaks

• We require that you have a flexible schedule and be able to work any regularly scheduled

shift during our hours of operation Monday – Friday 7am – 9pm, weekend hours 7am –

7pm, when needed, and overtime when needed.

• We provide the tools and training required to perform the job effectively

The Position and Requirements:

• A Customer Service attitude – we emphasize Customer Care

• Strong communication skills with a professional attitude and demeanor

• Strong Windows and mouse/keyboarding skills; ability to navigate through systems and screens

• A flexible work schedule

• Ability to multi-task – listen and type at the same time

• In addition, you’ll need to be able to see the big picture, absorb a lot of information and to learn new

information quickly

• You’ll be handling difficult types of calls dealing with personal and confidential health care issues

• Understand that you’ll be on the phone constantly – dealing with difficult callers – up to 80 – 120

call a day

• It’s crucial that you have the ability to handle pressure, let go when you move on to the next call and let

things roll off your back; critical in this environment. To do this you’ll need:

• Patience, ability to deal with frustration and maintain a positive attitude even in the face of irate

or rude customers

• Ability to deliver bad news constructively and empathetically

• Compassion and understanding for customers

• Overall, the core element of this position is dealing with customers’ difficult and confidential health care

issues over the phone while documenting the appropriate information on a computer system

Our Benefits:

• Our benefits package is comprehensive and very competitive

Tobacco-Free Workplace

At UnitedHealth Group we are committed to helping people to live healthier lives. As such, it is UnitedHealth

Group's policy to provide a workplace that is free of all tobacco use. All employees are prohibited from using

tobacco, including all smokeless tobacco products, on UnitedHealth Group premises. This includes all work areas,

including break rooms and cafeterias, all parking lots, private vehicles on parking lots, company grounds including

leased space. Violation of this Tobacco-Free Workplace policy will result in disciplinary action up to and including

termination. This tobacco-free policy furthers our commitment to live healthier lives for our employees and all

others who we interact with on our premises.

Customer Service Associate Verification Questions

• Our hours of operation are Monday – Friday 6am – 10pm, weekend hours 6am – 10pm, when business

needs dictate, with overtime when needed. and we require that everyone be available to work any regularly

scheduled shifts during these hours. Lunch and break schedules will change weekly based on our needs; however,

you will receive a two-week notice prior to any changes. Are you available to work any regularly scheduled shift

during these hours?

• YES

• Are you available for evenings and weekend shifts?

• YES

2.) Competitive pay – entry level is $13.75, could go from there based on experience.

• If we were to make you an offer would this be an acceptable amount?

• YES

3.) Attendance is critical. This is a highly structured environment and tardiness and absences drastically affect our

ability to deliver quality service to our customers. What do you consider to be good work attendance?

No tardiness or absences with the exception of an emergency.

4.) This is a position where your primary instruments used to carry out your duties are the telephone and the

computer. Strong computer skills are essential to success in this position. It really requires that you have good

experience using such things as a mouse, Ctrl and Alt commands, function keys, have good speed and accuracy in

typing and the ability to navigate through a variety of screens and systems. How do you feel about spending 7.5

hours a day at your workstation working on the telephone while entering information into the computer?

Yes I am very comfortable

5.) Our training class begins on Monday, June 30th. The training hours are usually Monday – Friday from 8:00 am

– 5:00 pm. 100% attendance is needed during training, your timely attendance is critical during training. Please let

us know at this time if you have anything scheduled that will interfere with your training.

No I am completely open during this time period

6.) Are you currently interviewing for any other position within UnitedHealth Group?

No

7.) Have you recently applied for any other position with UnitedHealth Group?

No

8.) Have you interviewed for this position in the past 12 months?

No

What questions do you have?

No othet questions at this time

My signature indicates I have read and understand the policies listed above.

Name: _Shantel Whitley Date: May 5,

2014

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