Specialty Pharmacy Inbound Contacts Representative

CenterWell • Carapichaima, FL

2d • Remote

About The Position

Become a part of our caring community As an Inbound Contacts Representative, you will represent us by addressing incoming telephone, digital, or written inquiries. Inbound Contacts Representative performs basic administrative/clerical/operational/customer support/computational tasks. Typically work on routine and patterned assignments. In the CenterWell Specialty Pharmacy (CWSPC) department, you will operate as an inbound call center dedicated to managing specialty medication needs for our members. Your primary responsibilities include scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO). Also, you will address multiple benefits-related inquiries from our members, ensuring they have comprehensive information and support. Collaborating with multiple departments, we aim to provide seamless and efficient assistance to our members. The role also requires that you thoughtfully de-escalate calls, handling every member interaction with the utmost care. In this role you will address customer needs which may include complex benefit questions, resolve issues, and educate members. Record details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalate unresolved and pending customer grievances. The supervisor limits decisions to defined parameters around work expectations, quality standards, priorities and timing, and oversees works and within established practices and guidelines with minimal opportunity for deviation. Use your skills to make an impact Although this role is Work at Home you must be located in one of the following states: FL, IN, OH, TN, AZ, MO, NM, or NC

Requirements

• 2+ years of customer service experience
• Customer service orientation
• Strong attention to detail
• Intermediate typing and computer navigation skills, including use of multiple computer applications simultaneously
• Experience providing detailed troubleshooting and resolutions to users
• Resolve problems and develop favorable solutions
• Verbal and listening communication skill
• Must be located in one of the following states: FL, IN, OH, TN, AZ, MO, NM, or NC
• Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite and Wireless Internet service is NOT allowed for this role.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Nice To Haves

• Associate's or Bachelor's Degree
• Previous inbound call center or related customer service experience
• Healthcare experience
• Pharmacy experience
• Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance.

Responsibilities

• Addressing incoming telephone, digital, or written inquiries.
• Scheduling the delivery of specialty medications directly to members' homes or their designated medical office (MDO).
• Addressing multiple benefits-related inquiries from our members.
• Collaborating with multiple departments to provide seamless and efficient assistance.
• De-escalating calls and handling every member interaction with the utmost care.
• Addressing customer needs which may include complex benefit questions, resolving issues, and educating members.
• Recording details of inquiries, comments or complaints, transactions or interactions and taking action in accordance to it.
• Escalating unresolved and pending customer grievances.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree