JOB DESCRIPTION AND DETAILS
The Customer Service Associate is responsible for providing a high level of customer service, quality, and accuracy by taking inbound calls from our customers and processing coverage determinations and/or appeals. Customer Service Associates answer a variety of customer inquiries pertaining to coverage determinations and/or appeals.
Maintains call center performance metrics including Average Handle Time, After Call Work, Quality and Scheduled Adherence.
Promote company by providing superior customer service.
Actively listens to customers, probes for clarification, and provides coverage determination guidance based upon customer’s individual needs.
Majority of the day will be sitting at desk taking inbound calls, making outbound calls and processing coverage determinations.
Maintains all company and regulatory compliance guidelines.
High School Diploma or equivalent required. Bachelor’s Degree is preferred.
Pharmacy certification preferred.
Ability to handle a large volume of calls and coverage determination requests.
One to two years of customer service experience in pharmacy and/ or Medicare part D preferred, preferably in a call center or production environment.
Excellent communication skills
Exhibits a positive attitude at all times, embraces and adapts to change.
Position requires excellent interpersonal skills, ability to understand and interpret policy provisions
Demonstrate strong data entry and typing skills with proficiency in the use of a PC including ability to use a mouse and keyboard interchangeably
Ability to use telephone equipment, including headset
Ability to adhere to performance metrics and quality standards at all times.
Communicates information in a tactful and positive manner at all times
Ability to understand complex oral and written directions as well as technical information
Ability to work overtime as needed during peak periods throughout the year (including nights and weekends). Ability to work rotating weekends as needed,
US Candidates Only
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