Pharmacy Customer Service Representative

ibex•,

4d•Remote

About The Position

The Pharmacy Customer Service Representative assists customers, pharmacies, and healthcare providers with questions about prescriptions, pharmacy benefits, home delivery medications, billing, and healthcare coverage. This is a high-volume, fast-paced, customer-focused role that uses communication and problem-solving skills to provide excellent service and help customers find solutions. The position is remote and requires a private, distraction-free workspace, a hard-wired Ethernet connection meeting the stated speed requirements, and remaining on camera during working hours. Candidates must reside in one of the eligible states listed in the posting.

Requirements

Be 18 years of age or older.
Have a high school diploma, GED, or equivalent.
Have at least 1 year of customer service experience.
Be comfortable using computers and learning new systems.
Have basic Microsoft Word and Excel skills.
Have strong communication and problem-solving abilities.
Be able to work in a fast-paced environment.
Be able to attend all required training.
Be flexible to work full-time schedules, including evenings, weekends, holidays, and occasional overtime.
Reside in an eligible state: Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin, or Wyoming.
Have a private, distraction-free workspace that is not a shared or common area of the home.
Have a hard-wired Ethernet internet connection with minimum speeds of 50 Mbps download and 10 Mbps upload; 5G, hotspots, and satellite internet are not supported.
Remain on camera during working hours.

Nice To Haves

Call center experience.
Healthcare, pharmacy, insurance, or medical office experience.
Experience working remotely.
Familiarity with medical terminology or health benefits.

Responsibilities

Answer inbound customer service calls and assist customers, pharmacies, and healthcare providers.
Resolve questions related to prescription benefits, home delivery medications, billing and payments, eligibility and coverage, claims and authorizations, and medication deliveries.
Research and resolve issues using multiple complex computer systems.
Listen actively, ask probing questions, and develop positive relationships.
Accurately document customer interactions.
Make occasional follow-up calls when needed.
Deliver a positive customer experience on every interaction.
Strive to achieve first-call resolution.
Meet quality, productivity, and attendance expectations.