Customer Service Quality/Audit Representative - Oklahoma City, OK

UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.  Prescription Solutions helps consumers obtain the medications and products they need to live healthier lives. Services offered by the company include pharmacy network contracting, rebate contracting and administration, mail order pharmacy facilities, specialty drugs and retail drug claims processing.  The company is one of only three in the United States to have received URAC dual accreditation and provides clinical services to help its clients provide cost effective, quality-driven results.  The company is part of Pharmacy Services group, within Enterprise Services, a family of UnitedHealth Group businesses dedicated to improving the health and well-being of Americans.   Primary Responsibilities: Evaluating and scoring Customer Service Agents Coaching site supervisors Listening to and rating agents’ recorded calls Giving feedback to the supervisor Analyzing trends Ensuring all areas are consistent Creating and maintaining reports to track agent performance Reviewing and responding to disputed calls Acting as a resource for team members, supervisors and management Qualifications: Call center experience Customer service experience Proficiency in Microsoft Office applications Excellent communication skills A background in healthcare Experience or licensure as a Pharmacy Technician Project management skills UnitedHealth Group offers a full range of comprehensive benefits, including medical, dental and vision, as well as a matching 401k and an employee stock purchase plan.  Diversity creates a healthier atmosphere:  equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.