Customer Service Representative

This is a fully remote position, open to applicants in Missouri.

📋 Description

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

• Manage consecutive calls while navigating multiple applications across different screens.

• Participate in all training sessions and complete the first 90 days of employment.

• Update conversion requests and inform on shipment status.

• Assist with medication transitions to home delivery.

• Reach out to physician offices via phone, fax, or other methods to acquire prescriptions and relay them to pharmacies.

• Obtain new prescriptions and log approval status.

• Handle incoming calls from doctors’ offices.

• Accurately document all contacts in the designated systems.

• Ensure compliance with HIPAA regulations and meet all regulatory requirements.

• Resolve inquiries or issues that hinder order shipments.

• Maintain standards for quality, productivity, call-center operations, and customer service.

• Employ active listening to address concerns regarding medication coverage or costs and suggest coverage-review options.

• Master and demonstrate compliant call handling and system navigation.

• Assist patients in comprehending pharmacy benefits and respond to patient inquiries.

• Record patient interactions in real-time.

• Identify, sensitively address, and appropriately escalate patient concerns.

• Collaborate with colleagues and cross-functional teams to resolve issues and enhance customer experience.

⛳️ Requirements

• High School diploma or equivalent is mandatory.

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

• A dedicated workspace free from distractions is essential.

• Strong computer proficiency, particularly in Microsoft Office.

• Excellent organizational, written, and verbal communication skills.

• Outstanding listening and customer service abilities.

• Capacity to remain calm and supportive when dealing with challenging callers.

• Ability to adjust in a fast-paced work environment and learn swiftly.

• Strong problem-solving and decision-making skills.

• Ability to promote teamwork and collaborate with cross-functional departments.

• Flexibility to work various schedules, including nights and/or weekends.

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

• Must be able to attend 100% of training and the first 90 days of employment.

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

• Willingness to work post-training hours between 7:00 AM and 12:00 AM EST, seven days a week.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical coverage.

• Vision insurance.

• Dental coverage.

• Well-being and behavioral health programs.

• 401(k) plan.

• Company-funded life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off each year.

• Paid holidays.

• Leaves of absence available.

• Remote work lifestyle.