Customer Service Representative

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

• Respond to incoming calls from members, providers, and pharmacies regarding Pharmacy Benefit Services benefits, mail-order pharmacies, or Medicare.

• Handle consecutive calls while managing multiple applications across several screens.

• Update conversion requests and provide shipment updates to members.

• Assist with the transition of requested medications to home delivery.

• Contact physician offices via phone, fax, or other methods to obtain prescriptions and relay them to pharmacies.

• Acquire new prescriptions from physician offices and document approval statuses.

• Address incoming calls from doctors’ offices.

• Accurately record all interactions in the appropriate systems, ensuring HIPAA compliance documentation.

• Resolve inquiries and issues that hinder order shipments.

• Maintain quality and productivity standards.

• Use active listening skills to address concerns regarding medication coverage or costs and provide options for coverage review.

• Achieve or exceed call center performance metrics while consistently delivering excellent customer service.

• Exhibit compliant call management and system navigation.

• Assist patients in understanding their pharmacy benefits.

• Document patient interactions in real-time.

• Identify and sensitively address patient concerns, escalating issues when necessary.

• Connect virtually with colleagues and customers from a remote setting.

⛳️ Requirements

• A High School diploma or equivalent is mandatory.

• A minimum of 2+ years of relevant experience; preference for healthcare and/or call center experience.

• A dedicated, distraction-free workspace is essential.

• Proficient computer skills, including familiarity with Microsoft Office.

• Strong organizational, written, and verbal communication capabilities.

• Outstanding listening and customer service skills; ability to remain composed and helpful with challenging callers.

• Capability to adapt in a fast-paced work environment, learn quickly, solve problems, and make informed decisions.

• Ability to foster teamwork and collaboration with cross-functional departments.

• Willingness to work a flexible schedule, including nights and/or weekends.

• Commitment to attend 100% of training and the first 90 days of employment.

• High-speed cable broadband or fiber optic internet service with a minimum of 10Mbps download/5Mbps upload required for remote work.

• Availability to work training hours from 9:00 AM–5:30 PM EST, Monday–Friday for 8 weeks.

• Post-training availability for schedules ranging from 7:00 AM EST to 12:00 AM EST, seven days a week.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical benefits.

• Vision benefits.

• Dental benefits.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement options.

• Minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Flexible work-from-home lifestyle.