Customer Service Associate

The customer service associate provides effective and efficient customer service by establishing a working relationship with patients and doctor’s offices through communication via telephone, faxes, and email. This position has responsibility for answering incoming call inquiries from patients, providers and benefit offices. Customer Service Associates will handle both inbound and outbound customer calls, as well as prescription refills. Provides members with pharmacy benefit information as necessary.

Key Responsibilities

Place and receive calls and faxes to patients and Doctor’s offices for prescription refills as well as provide information and education on mail order pharmacy benefits available.

Responds accurately, promptly and courteously to patient questions and inquiries.

Promote one stop service to patients by assisting with routine questions concerning their pharmacy benefits. Refers calls appropriately to applicable support areas.

Handle incoming calls from patients to place refill orders, assist with general co pay inquiries and order status inquiries.

Provides timely and accurate information to incoming patient order status and product knowledge requests.

Accurately document each call taken or placed.

Knowledgeable with HIPPA laws and medical adverse events.

Critical Skills

Patient Focus.

Must be familiar with drug names and products. Understand the refill process and refill quantities available to the patient.

Problem Solving/Analysis.

Ability to do multiple functions within the same call.

Adept time management is a must.

Communication Proficiency.

Aptitude to focus on the task at hand with little to no disruption.

Strengthened interpersonal skills and telephone etiquette expertise.

Qualifications

1+ year customer service experience and 1+ year computer experience.

Customer service engagement and concentration.

Demonstrates flexibility, professionalism, courtesy, and discretion in dealing with both internal and external customers. Follow all state and Federal laws surrounding patient confidentiality.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

Ability to sit at a computer terminal for an extended period of time.

This position is a Work from Home position. If requested to work in the office for any reason, you are required to do so.

This position includes working an occasional Saturday from 8-12pm.

Supervisory Responsibility

This position has no supervisory responsibilities.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.