Pharmacy Customer Associate II
Lake Mary, Florida, United States of America
Full Time
3 days ago
Visa Sponsor
Key skills
Communication
About this role
Role Overview
- Responding to moderately complex customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions
- Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner
- Interacts with internal and external customers to provide claims, customer service, and/or membership support
- Responds to client issues regarding insurance benefits member, provider contracts, eligibility, claims, etc.
- Completes necessary research to provide proactive, thorough solutions
- Displays ownership of service requests ensuring high-quality resolution and follow-thru
- Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools, and resources available to them
- Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers
- Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts
Requirements
- Requires a HS diploma or equivalent
- Minimum of 1 year of the company's experience in an automated customer service environment
- Specialty Pharmacy experience (preferred)
- Pharmacy and Medical claim research experience (preferred)
- Copay card and/or manufacturing experience (preferred)
- Call center experience (preferred)
- General knowledge of company pharmacy services, products, insurance benefits, contracts, and claims (preferred)
Benefits
- merit increases
- paid holidays
- Paid Time Off
- incentive bonus programs (unless covered by a collective bargaining agreement)
- medical, dental, vision
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources