Customer Service Representative

Job Description

THE POSITION :

The Customer Service Representative (CSR) is the first line of contact for all patient programs. They provide an exceptional patient experience through telephonic service, triaging documentation provided to appropriate parties and initiating patient setup.

The CSR acts as secondary support for the care teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Our employees are tasked with delivering excellent business results through the efforts of their teams.

These results are achieved by :

• Manage all faxes which includes uploading to patient database and assigning to the correct Care Team member
• Place outgoing and receive inbound telephone calls as necessary and route appropriately; if able resolve patient issue without further escalation
• Maintain the confidentiality and integrity of protected health information; follows HIPAA security policies and procedures
• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB :

• First point of contact to triage inbound phone calls
• Complete data entry tasks; enter and set up new patients in database
• Compile new patient packets and mail out in a timely manner
• Complete clerical duties including but not limited to photocopying, faxing, mailing and filing
• Special project support as necessary
• Assign follow ups to the appropriate team members
• Acts as a backup to the receptionist

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES :

The requirements listed below are representative of the experience, education, knowledge, skill and / or

abilities required.

• High School Diploma or GED and 1 year experience
• Administrative experience including experience using computer based applications (e.g. Microsoft Word, Excel and PowerPoint)
• Strong communication, problem solving, and customer service skills
• Ability to adapt and successfully handle unexpected situations
• Ability to obtain registration Missouri Pharmacy Technician registration

PREFERRED QUALIFICATIONS :

Customer service, phone, and clerical experience

PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT :

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and / or sit for long period of time (up to 90%).

Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and / or move up to 25 pounds.

The employee is intermittently required to stoop or crouch; push or pull; or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks;

and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office environment. This role routinely uses standard office equipment. The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS :

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company.

Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process.

We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry.

Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity.

All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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