Production Agent L1
About The Position
This role involves making outbound calls to patients and healthcare providers to resolve pharmacy order-related issues, including delivery coordination, payment processing, clinical documentation requirements, and necessary patient consultations. The position may also involve back-office work and requires excellent customer service, including handling escalated callers. The agent maintains knowledge of health plan partner benefits, networks, CMS regulations, and partner policies, and uses experience and judgment to resolve assigned tasks. Other related duties may be assigned. The role supports operations running Monday through Friday from 7 a.m. to 7 p.m., with varying shifts. Telecommuting requires a dedicated work area separated from other living areas that protects information privacy, secure handling of sensitive company documents where applicable, and a high-speed internet connection. Performance is measured through cases resolved, process compliance and quality, service-level agreement performance, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and technical training completed.
Requirements
- High school diploma or GED, or higher.
- At least 2 years of combined or related experience in healthcare, a call center, and/or customer service, using the telephone and computer as the primary instruments for job duties.
- Ability to work one of the varying shifts supporting operations from 7 a.m. to 7 p.m., Monday through Friday.
- Proficiency with Microsoft Word, Excel, and Outlook.
- For telecommuting: a dedicated work area separated from other living areas that provides information privacy.
- For telecommuting: ability to keep sensitive company documents secure, if applicable.
- For telecommuting: high-speed internet connection.
Nice To Haves
- Associate’s degree or higher in a healthcare-related field.
- Medical terminology.
- Knowledge of ICD-9/ICD-10 and CPT.
Responsibilities
- Make outbound calls and/or perform back-office work.
- Provide excellent customer service, including handling escalated callers.
- Maintain knowledge of health plan partner benefits, networks, CMS regulations, and health plan partner policies.
- Use experience and judgment to plan and accomplish goals and effectively resolve assigned tasks.
- Perform other related duties as assigned.
Benefits
- Medical benefits options.
- Dental benefits options.
- Disability insurance.
- Paid time off, inclusive of sick leave.
- Other paid and unpaid leave options.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
