Customer Service Representative I

SelectQuote, Inc.

7h • $18 - $18

About The Position

The Pharmacy Customer Service Representative is one of the first lines of communication for our patients their family and caregivers healthcare providers and referral sources. The CSRI interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to non-clinical work and also answer general questions in regards to a patient’s service. This position assists with concerns as it relates to prescription refills informing patients of delivery status updating demographic and billing information receiving payments and addressing any other issues. Typical calls that can be initiated/ received by CSR I’s are: inbound calls outreach calls and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time.

Requirements

• Service oriented high degree of interpersonal communication and organizational skills
• High attention to detail quality problem solving and organization
• Displays a future-focused mindset aimed at bringing ideas and solutions to team challenges
• Strong analytical and critical thinking skills
• Demonstrates appropriate written and oral communication skills
• Strong team player
• Ability to keep track of multiple tasks
• Reliable outgoing and highly effective at relating to others
• A professional attitude is a must
• Ability to effectively interact with all levels of management associates clients and general public
• Intermediate technology skills & the ability to multi-task
• Understand and maintain confidentiality regarding patient medications and illnesses (HIPAA)
• High school diploma or GED required
• 0-1 years of experience required

Nice To Haves

• Customer Service/Client Relations Experience preferred
• Call Center Experience preferred
• Home healthcare nurse/aide or as a pharmacy/medical technician experience helpful

Responsibilities

• Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resources
• Assists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environment
• Answer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as need
• Follows up with customers or expediting calls to the appropriate channels
• Provides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay information
• Identifying and resolving patient billing complaints
• Processing and posting credit card payments
• Correct and resubmit claims to third party insurance
• Accurate data entry of all patient demographic information insurance and prescription refills
• Resolution of insurance adjudication billing or medication fulfillment issues
• Communicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communication
• Proactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer service
• When necessary follows up with customers or expediting calls to appropriate channels
• Documents all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated.
• Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP Program
• Enters and retrieves data from the pharmacy operating systems and customer relationship management systems
• Move accounts through patient lifecycle workflow
• Work special projects on an ad hoc basis

Benefits

• Competitive Medical, Dental, and Vision Insurance
• HSA/FSA
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
• Voluntary Life Insurance for Self, Spouse and Dependent
• Company-paid Basic Life Insurance and Long Term Disability
• Retirement plan and Employer match contribution with Profit Share
• Tuition Reimbursement program
• Company perks and Discount program
• Engaging Wellness and Financial Education Resources
• Employee Assistance Program
• Incentive Plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees