Specialty Customer Service Representative I

MedImpact Healthcare Systems, Inc.•Tempe, AZ

2d•$16 - $25•Onsite

About The Position

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Our success is dependent on innovative professionals with top-notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver leading-edge pharmaceutical and technology-related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Requirements

GED/HS Diploma and 6+ months’ experience or equivalent combination of education and experience
Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs.
Experience with Windows based database programs is also required.
Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
Demonstrated ability to meet or exceed the competencies as listed.
Ability to apply common sense understanding to carry out simple one- or two-step instructions.
Ability to deal with standardized situations with only occasional or no variables.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to respond effectively to the most sensitive inquiries or complaints.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Nice To Haves

Valid and unrestricted state Pharmacy Technician License and/or National Certification strongly preferred.

Responsibilities

Convey a positive image of the company by promptly responding to customer phone inquiries, faxes, and emails and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance.
Deliver service that meets or exceeds department performance standards for Average Hold Time, Abandonment Rate, Talk Time, Quality, and Schedule Adherence.
Meet required turnaround times for processing incoming faxes and forwarding on to the appropriate Specialty Pharmacy Fulfillment Partner (SPFP).
Utilize the Specialty Service Center application to provide necessary information to specialty pharmacies in addition to the referral form, in order to expedite the fulfillment process for MID Specialty client members.
Utilize multiple company database programs to research and resolve complex issues relating to benefit information, formulary compliance, eligibility verification, prior authorization, and other PBM processes.
Provide information to MID Specialty clients, members, pharmacies and physicians about benefit plan restrictions, member eligibility, prior authorization requirements, and other PBM functions as specified by health plan sponsors.
Follow up with callers (clients, members, pharmacies and physician provider offices) as appropriate to ensure customer satisfaction and timely response to requests.
Diffuse irate or emotionally upset customers by actively listening to issues, calming the customer, and providing positive solutions to resolve concerns.
Represent MedImpact in a positive manner by adhering to established procedures and guidelines.
Support the corporate strategy by delivering Flawless Fundamentals through telephone courtesy, prompt response to callers, anticipation of customer needs and concerns, solution-oriented problem solving, and adherence to scripts, greetings, and call closing messages when applicable.
Identify opportunities and make recommendations to department leadership for improvement of workflow processes, operating systems, training programs, reference materials, and quality initiatives that enhance the customer experience.
Keep current on new plan information and instructions by attending and participating in staff meetings, company-required training programs, and other activities that develop skills, build teamwork, and provide updated information.