Customer Service Representative

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

📋 Description

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

• Handle consecutive calls while efficiently navigating multiple applications across various screens.

• Attend all training sessions and the initial 90 days of employment.

• Update conversion requests and provide information on shipment statuses.

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

• Communicate with physicians’ offices via phone, fax, or other methods to obtain prescriptions and relay them to pharmacies.

• Acquire new prescriptions and document approval statuses.

• Manage incoming calls from doctors’ offices.

• Accurately document all internal and external communications in the designated systems.

• Ensure home delivery quality, uphold HIPAA compliance, and minimize legal concerns.

• Address questions or issues that hinder order shipment.

• Maintain quality and productivity standards.

• Provide coverage review options when members voice concerns about medication coverage or costs.

• Meet or surpass call center performance metrics while delivering consistent customer service.

• Exhibit compliant call handling and proficient navigation through multiple applications.

• Assist patients in understanding their pharmacy benefits.

• Record patient interactions in real-time.

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

⛳️ Requirements

• High School diploma or equivalent is required.

• A minimum of 2 years of relevant experience; healthcare and/or call center experience is preferred.

• A dedicated workspace free from distractions is necessary.

• Strong computer proficiency, including Microsoft Office.

• Excellent organizational, written, and verbal communication skills.

• Outstanding listening and customer service abilities.

• Capability to remain calm and helpful when dealing with challenging callers.

• Flexibility to adapt in a dynamic environment, learn quickly, solve problems, and make informed decisions.

• Ability to cultivate teamwork with cross-functional departments.

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

• Training availability is required Monday–Friday, 9:00 AM–5:30 PM EST.

• Post-training availability must be between 7:00 AM and 12:00 AM EST, seven days a week.

• A cable broadband or fiber optic internet connection is required for remote work, with minimum download speeds of 10 Mbps and upload speeds of 5 Mbps.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Comprehensive medical benefits.

• Vision benefits.

• Dental benefits.

• Programs focused on well-being and behavioral health.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• At least 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Work-from-home lifestyle.