Customer Service Representative

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

📋 Description

• Respond to incoming calls from members, providers, and pharmacies concerning pharmacy benefits, mail-order services, or Medicare.

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

• Update conversion requests and provide information on shipment statuses.

• Assist with the transition of medications to home delivery.

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

• Secure new prescriptions and document their approval status.

• Handle incoming calls from medical offices.

• Accurately log all interactions in the designated systems.

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

• Resolve inquiries or issues hindering order shipments.

• Maintain quality and productivity standards while achieving call center metrics.

• Utilize active listening to identify concerns related to medication coverage or costs and suggest options for coverage reviews.

• Learn and exhibit compliant call handling techniques and system navigation.

• Assist patients in understanding their pharmacy benefits, address their concerns with empathy, and escalate issues as needed.

• Document patient interactions in real-time.

⛳️ Requirements

• High School diploma or equivalent is mandatory.

• A minimum of 2+ years of relevant experience; preference given to those with healthcare and/or call center backgrounds.

• A dedicated workspace free from distractions is essential.

• Proficient computer skills, including familiarity with Microsoft Office.

• Strong organizational, written, and verbal communication abilities.

• Outstanding listening and customer service skills; capacity to remain composed and supportive with challenging callers.

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

• Capability to cultivate teamwork and collaboration with cross-functional departments.

• Willingness to work a flexible schedule that may include nights and/or weekends.

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

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

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Medical insurance coverage.

• Vision insurance coverage.

• Dental insurance coverage.

• Access to well-being and behavioral health programs.

• 401(k) retirement plan.

• Company-paid life insurance.

• Tuition reimbursement opportunities.

• A minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence available.

• Opportunity for a work-from-home lifestyle.