Customer Service Associate - Retail Services (Bilingual -spanish- preferred)Demonstrates appropriate utilization of current telephony systems while receiving inbound calls and initiating outbound calls to and from Pharmacies, Adjustors, NCM’s and Patients for expediting resolutions of blocked transactions/pharmacy bill issues.
Determines type of inquiry, resolving or assigning issues to the appropriate functional area (Helpdesk, Support Services, Bill Review Services, Program Recruitment, Assist Line, Customer Relations, Mail Order Services, MS&E Services, etc...) in a timely and accurate manner.
Works with network pharmacies and PMSI staff in troubleshooting patient profiles for processing prescription medications for online adjudication or payment resolution.
Works with the PMSI Systems (Universe, Online Tools – Carrier Specification and Documentation Resources), while documenting issues and resolving claims relating to Pharmacy, Carrier and Patient.
Works with Supervisor to ensure established work schedule is adhered to, and that personal time away is self-managed per departmental expectations.
Works with Supervisor to identify needs to strengthen basic metrics in order to be successful in the current role of CSA I.
Work with Supervisor to identify career path and establish goals by utilizing the current online tools and training necessary for advancement into other areas of interest.
Works with Management on any other special projects assigned.
Coordinates and resolves customer service issues with functional area specialists in a timely, efficient, and courteous manner in order to provide a high level of Patient advocacy.
Required: Associate’s degree or equivalent experience
Desired: Associate’s degree in a healthcare field
Mon,Wed,Thur, Fri - 10:30am-7:00pm
Sun - 9:00am-5:30pm
Tue, Sat - OFF
Required: 2+ years customer service experience
Desired: Prior experience in a call center/customer care environment; 2 years of retail and/or mail order pharmacy experience
Desired: Pharmacy Technician or state pharmacy license (within past 5 years)