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I am a customer service advocate and a patient care coordinator I'm a customer service representative for data reporting and I work as a customer service agent in the specialty department I am an operational trainer for specialty pharmacy on a day-to-day basis we make sure that our orders are set up for our customers and we also make sure that we work with our colleagues and our supervisors and managers to ensure that the orders are correct and have been verified to also make sure that the patient gets their medication on time and that their therapy isn't delayed it is mainly in Belem phone calls that you will be taking it is a lot like a call center this customer service role may differ from previous customer service roles it's a lot more high-touch and time spent with our members due to the complexity of the medications and the disease states that we're treating they will do a lot of toggling back and forth between systems and because they are in a phone based role they will be expected to be available to take calls their entire time during their shift a good customer service rep for optimum Rx would be somebody who deals well with change we're growing like crazy and they need to be adaptable and flexible it also needs to be somebody who really understands the idea of empathy there is a lot of multitasking between different systems working with pharmacy working with insurance plans there's definitely a lot of information that you do need to learn and some of that is housed in different systems we have agents that come into the role with previous pharmacy experience some of them have never worked with in a pharmacy at all and we give them all the tools they need in order to be successful in the customer service advocate role optimum rx gives us really good flexibility with our scheduling we have hours from the morning shift to the afternoon shift to the evening shift there are opportunities for overtime it is based on you know business need and what we need for the business there are some Munch throughout the year that need more service than others our leadership team makes us feel like we are really a part of the decision-making and and they give us the ability to really be able to reach out and help our clients on a daily basis they do make an effort to make sure that you're able to get that your needs met to get the support you need to do your role within new hire training we do have a little bit of stress in the first couple of weeks of training for some people this is their first experience with medications however we spend a lot of time showing our agents the different tools that are available to help them learn more about the medications and the disease states we treat we also spend a lot of time with empathy training to help put them in the patient shoes the possibilities here the career paths here at optimum Rx is great I came out of training as an a' customer service advocate soon after I was able to go back into training as a patient care coordinator so the possibilities here of advancing is very great whether it's you want to advance whether it's you want to learn more about the healthcare industry you know whether it's about you and and pursuing another career here with the United Health Group you have a world of opportunity to find your niche and to find what you're good at what I like the most about my job is the ability to really be able to help out our clients everyone's always asking and you know questioning what kinds of things can you do to help our business be more innovative and as a customer service rep you get you get to be at that forefront to make that change within that company they value our feedback the most here you know because we are the ones who are interacting daily with members we recently started a program where we we acknowledge an employee of the week so for me it was a great accomplishment when they first started that program I was the first employee that was chosen to be recognized having a career here is awesome because you get to experience different roles every day and so it gives a lot of room to grow here without me our agents wouldn't understand the foundation of their role within optim-r X which means our patients wouldn't be taken care of the way they deserve to be without me there are a lot of orders that may not ship out without a delay without me members would lapse on there therapy and would not get their medication on time we all work towards one goal which is taking care of our patients we help them live healthier lives you