Call Center Customer Service Representative

Experience Required :

1 year Call Center / Customer Service experience; familiar with medical terminology; Pharmacy experience, a plus.

Strong professional and empathetic verbal and written communication skills.

Microsoft applications, strong typing, proficient computer navigation

Plusses :

Healthcare experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Day to Day

Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.

Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.

Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution / customer satisfaction.

Update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.

Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending / shipped prescriptions, verify insurance information and provide copies of invoices upon request.

Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate.

Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety.

Perform other duties as assigned (above tasks may vary slightly depending on the specific team / program requirements.)

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and / or other paid time off as provided by applicable law.