Pharmacy Customer Associate II

Elevance Health•Lake Mary, FL

6d•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.

Requirements

Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
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.

Nice To Haves

General knowledge of company pharmacy services, products, insurance benefits, contracts and claims preferred.
Bilingual English and Spanish proficiency strongly preferred.
Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Responsibilities

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.
Performs other duties as assigned.