Pharmacy Customer Associate II - BioPlus Specialty Pharmacy

Elevance Health•Indianapolis, IN

1d•Hybrid

About The Position

The Pharmacy Customer Associate II will be responsible for responding to moderately complex customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions. Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner. Interacts with internal and external customers (could include subscribers, providers, group or benefit administrators, physician offices, third-party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support. Responds to client issues via telephone and written correspondence regarding insurance benefits member, provider contracts, eligibility, claims, etc. Completes necessary research to provide proactive, thorough solutions. Displays ownership of service requests ensuring high-quality resolution and follow-thru. Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools, and resources available to them. Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Performs other duties as assigned.

Requirements

Requires a HS diploma or equivalent
A minimum of 1 year of the company's experience in an automated customer service environment
Any combination of education and experience which would provide an equivalent background
Strong verbal and written communication skills, both with virtual and in-person interactions
Attentive to details, critical thinker, and a problem-solver
Demonstrates empathy and persistence to resolve caller issues completely
Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.

Nice To Haves

Specialty Pharmacy experience
Pharmacy and Medical claim research experience
Copay card and/or manufacturing experience
Call center experience
General knowledge of company pharmacy services, products, insurance benefits, contracts, and claims preferred.

Responsibilities

Responding to moderately complex customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.
Developing and maintaining positive customer relations and coordinating with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner.
Interacting with internal and external customers (could include subscribers, providers, group or benefit administrators, physician offices, third-party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
Responding to client issues via telephone and written correspondence regarding insurance benefits member, provider contracts, eligibility, claims, etc.
Completing necessary research to provide proactive, thorough solutions.
Displaying ownership of service requests ensuring high-quality resolution and follow-thru.
Supporting and guiding the customer with their personal options and decisions and helping the customer become knowledgeable and confident about using technology, tools, and resources available to them.
Multi-tasking, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Performing other duties as assigned.