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Customer Service Advocate

Posted: July 02, 2024
Salary:US$21.15 - US$23.50 per year + Medical, Vision, Dental
Job type: Contract
Work Location:Hybrid

Job description


  • Working in call center (95% inbound calls, 5% outbound calls)
  • About 30-50 calls/day, average call handle time is 6.5 minutes
  • Calls will be from pharmacies, clients, members, other insurance providers
  • Calling to get missing information, prescription updates
  • Lots of people call about their pharmacy coupon cards
  • Determine pharmacy eligibility by reviewing, researching, and analyzing information in the appropriate system
  • Maintain and enter member/prescription information into systems as information is received and forward records to the appropriate parties when applicable.
  • Record and respond to calls/emails/faxes from Member, Providers, and Pharmacies.
  • Maintain a high level of knowledge to answer specific Pharmacy Plan Benefit information or sharing guideline related questions.
  • Provide exceptional customer service for incoming/outgoing calls.
  • Provide timely and thorough responses to internal and external customers.
  • Maintain HIPAA/PHI guidelines to ensure the confidentiality of all calls and documents.
  • Escalate difficult issues to the appropriate party.
  • Use critical thinking and reasoning to resolve conflicts and manage workloads efficiently
3-5 Must Have Skills/Qualifications:
  • High school diploma or GED
  • 2+ years Pharmacy or PBM call center experience
  • Knowledge of medical/pharmaceutical terminology

Nice to Have Skills:
  • Pharmacy Tech Trainee or certified Pharmacy Technician (preferred)
  • Bilingual English/Spanish (preferred)

Soft Skill/Attribute Requirements:
  • Excellent verbal and written communication skills with high attention to detail.
  • Excellent customer service skills.
  • Strong analytical and problem-solving skills.
  • Confident decision-making abilities.
  • Demonstrated ability to work independently, prioritize workloads, multi-task effectively, and manage priorities
    to meet deadlines.


  • Training (first 1-2 months) will be M-F 7am-4pm
  • Post training, will be assigned a shift that will fall between 5am-6pm (it is an 8 hour shift + 1 hour lunch). Will have a set schedule, but it will be determined during training based on business needs
  • Rotating Sat (right now working about 1 Sat a month, 8am-12pm) it's OT

Hybrid Work Model Details:

  • During training (first 1-2 months) will be working onsite Mon-Thurs and remotely on Fridays
  • After training will be remote Mon/Fri and onsite Tues-Thurs


  • $21.15 - $23.50/hour
    • $21.15 = not pharmacy certified (trainees fall into this category)
    • $22 = not pharmacy certified (trainees fall into this category) + bilingual w/ Spanish
    • $23 = certified pharmacy technician
    • $23.50 = certified pharmacy technician + bilingual w/ Spanish