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
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.
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