Customer Service Advocate

Duties:

• 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

• High school diploma or GED
• 2+ years Pharmacy or PBM call center experience
• Knowledge of medical/pharmaceutical terminology

• Pharmacy Tech Trainee or certified Pharmacy Technician (preferred)
• Bilingual English/Spanish (preferred)

• 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.

Hours:

• 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

Pay:

• $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