Pharmacy Help Desk Associate

SSO LLC•Augusta, ME

1d•Onsite

About The Position

This position involves responding to calls from MaineCare Members, pharmacists, and technicians regarding various coverage plans. The role includes educating Members on Medicare Part D plans, Medicare Savings Programs, and enrollment processes. Responsibilities also encompass reviewing insurance coverage, supporting claims processing and customer service, and assisting Members with medication-related issues such as co-pays, deductibles, premiums, or being unable to fill prescriptions. The associate must comply with state policies, including security and confidentiality protocols. Additionally, the role involves creating and using various correspondence and computerized formats for informational materials, updating web pages, examining documents, performing secretarial duties, coordinating workshops, writing reports, administering examinations, tracking contracts/licenses, handling fees, reconciling funds, greeting visitors, providing technical assistance, interpreting rules and regulations, developing work procedures, and potentially providing leadership for a work team.

Requirements

Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of modern office practices to perform complex, varied office support tasks, and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
Knowledge of the principles, practices, and equipment used in graphics, illustration, and publication work.
Knowledge of information distribution through use of the internet.
Knowledge of the principles and practices of informational presentations.
Ability to create and use varied correspondence formats and compose standard business correspondence.
Ability to prepare standard reports.
Ability to develop and use computerized formats and/or graphics.
Ability to perform basic secretarial duties.
Ability to administer, score and/or correct standard examinations.
Ability to collect, count, reconcile and/or deposit fees in accordance with set procedures.
Ability to reconcile funds.
Ability to stay current and understand, discuss, explain, and apply applicable laws, rules, regulations, policies, procedures, paperwork, and terminology.
Ability to apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, codes, and/or documentation requirements.
Ability to create basic graphics/illustration/publication work to produce informational materials.
Ability to make standard changes to web page content.
Ability to coordinate and present workshops, training, and orientation sessions.
Ability to effectively present information to individuals/ groups.
Ability to determine facts, detect errors and irregularities, and take appropriate action in accordance with established procedures.
Ability to effectively resolve problems.
Ability to exercise good judgment in appraising situations and making decisions/recommendations.
Ability to provide ongoing leadership for a work team.
Ability to confer with supervisor on performance appraisals of work team members.

Responsibilities

Respond to calls from MaineCare Members, pharmacists, and technicians representing various coverage plans.
Educate MaineCare Members regarding various Medicare Part D plans and how to choose a plan, how the plan pays benefits, etc.
Educate MaineCare Members on Medicare Savings Program/Medicare buy-in plans and how to choose a plan, how the plan pays benefits, etc.
Assist MaineCare Members with enrollment processes.
Review insurance coverage for pharmacies, doctor’s offices, hospitals, MaineCare Members, and other identified individuals/organizations.
Support roles dealing with all aspects of claims processing and customer service such as evaluating claims, pricing, and requests for services.
Assist MaineCare Members with problems related to co-pays, deductibles, premiums, or other related issues.
Assist MaineCare Members who are out of medication or are unable to fill prescriptions.
Perform other duties and responsibilities as may be assigned by the Pharmacy Helpdesk staff.
Comply with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
Create and use varied correspondence formats and compose standard business correspondence.
Create basic graphics/illustration/publication work to produce informational materials including maps, charts, and graphs involving drafting, formatting, illustrating, lettering, and manipulating text and graphics in electronic and written form.
Develop and use computerized formats and/or graphics for forms, pamphlets, graphs, charts, tables, and/or maps.
Post to, amend, and/or update web pages using established content and knowledge of modern office software.
Examine documents/information, determine facts, detect errors and irregularities, and take action as authorized.
Perform routine, occasional secretarial duties such as complete work schedules, arrange appointments, arrange travel/lodging, and review documents to respond to requests.
Coordinate and present workshops, training, and orientation sessions.
Write regular and/or periodic reports.
Administer and/or score applicable examination in accordance with set procedures.
Track and/or monitor contracts and/or licenses.
Collect, count, reconcile and/or deposit fees in accordance with set procedures.
Reconcile funds and perform calculations for reports.
Receive and greet visitors and determine customer needs.
Advise others requesting technical assistance.
Apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, codes, and/or documentation requirements.
Develop standard work procedures within established guidelines.
May provide ongoing leadership for a work team with responsibility to schedule, instruct, assign, review, and monitor the work.
May confer with supervisor on performance appraisals of work team members.