Customer Service Associate

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Respond to incoming phone calls in a busy contact center.

• Assist patients with their medication orders, explain benefits, address billing questions, and resolve complex issues.

• Adhere to structured workflows and maintain continuous call engagement until designated breaks.

• De-escalate concerns while providing empathetic solutions in accordance with standard operating procedures.

• Safeguard patient confidentiality and comply with healthcare regulations.

• Achieve monthly performance metrics.

• Engage in ongoing training and feedback sessions.

• Complete an 8-week virtual training program that includes live call-taking and assessments.

• Handle back-to-back calls in a highly regulated environment.

• Represent Accredo Specialty Pharmacy in a professional manner while assisting patients with complex and critical health needs.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• No prior experience is required; however, 1+ years of experience in healthcare customer service is preferred.

• Ability to thrive in a high-volume call center environment.

• Flexibility to adapt to changing call types, processes, and procedures.

• Strong problem-solving capabilities.

• Excellent written and verbal communication skills.

• Exceptional organization and time-management skills.

• Customer-oriented mindset and adaptable to various patient perspectives.

• Proficient in Microsoft Office Suite and capable of navigating multiple systems simultaneously.

• Must be available Monday through Friday from 8:00 am to 11:00 pm EST, and on Saturday from 8:00 am to 5:00 pm EST.

• Reliable cable broadband or fiber optic internet connection with a minimum of 10Mbps download/5Mbps upload is required.

• A dedicated, distraction-free workspace is essential.

• Must attend 100% of training and work the scheduled shifts during the first 90 days of employment.

• Ability to sit for extended periods and work at a computer screen throughout the shift.

🏝️ Benefits

• Paid 8-week virtual training program.

• Eligibility for an annual bonus plan.

• Medical, vision, and dental benefits commencing on day one.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• Minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Supportive virtual team environment.

• Continuous development opportunities.