Patient Services Representative II
LucyRx•Fresno, CA
•Remote
About The Position
A Patient Services Representative II will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/patients might face with accuracy and efficiency. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Requirements
- High School Diploma or GED required
- A current Pharmacy technician license or certification required, in good standing, from at least one state.
- A Minimum of 2 years’ experience providing excellent customer service, preferably in a call center, pharmacy or healthcare setting
- Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
- Excellent communication skills
- Excellent customer service skills to maintain LucyRx’s high standard of patient service
- Adaptable and work well in a fast-paced environment, multitasking while keeping focus on the customer
- Flexibility to work different shifts (including evenings, weekends, or holidays)
Nice To Haves
- Bachelor’s Degree in a related field
- Pharmacy, PBM or Healthcare experience
- High volume call center experience, servicing patients or members with healthcare needs
Responsibilities
- Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx’s policies and procedures for the release of information
- Troubleshoots pharmacy claims submission and documents calls in the ticketing system
- Provides clinical call support for prior authorization-related calls and documents in the ticketing system
- Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately
- Escalates incoming customer service calls when needed to the appropriate party for resolution
- Assist with keeping the pharmacy outreach queues up to date
- Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience.
- Cross-department support with projects as needed
- Will be required to provide after-hours support on a rotational basis with other team members
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
