The Primary Responsibilities:Answer calls and respond to emails from members, pharmacies and providersResearch and resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolutionRespond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups / possibly route the call to an appropriate resourceIt is important to be professional and confidential with patient information due to the HIPAA regulationsThe Qualifications are:High school diploma or GED requiredCustomer service or inbound call center experience preferredPrefer Medicare Part D knowledge but not requiredAbility to work with peers in a team effort and independently in a fast paced call center environmentAbility to multi-task; maneuver and document within different Windows based programs – up to possibly 5 at a timeAbility to listen and problem-solve with patienceAbove average customer service skillsWilling to accept constructive criticism in a positive manner in order to succeedAbility to work extended hours, weekends and holidays depending on industry demandsAll candidates must have bilingual speaking abilities (English/Spanish).
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