Customer Resolution Associate - Remote

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us.

Job Posting Title

Job Description

The Client Concierge Specialist is responsible for processing, communicating, documenting, and tracking member cases for Pharmacy Concierge Services. This position is also responsible for interacting with members, pharmacies, prescribers, or plans to provide support and assistance with concierge program inquiries and other administrative functions.

Responsibilities

• Handle phone, email, and fax communications related to the concierge program, including inbound and outbound functions, to members, pharmacies, prescribers, or plans
• Process Pharmacy Concierge case management cases, including entering, reviewing, and documenting requests in both the claims processing system and case management system
• Establish and maintain case profile; accurately enter member, prescriber, pharmacy, or drug information into case management system
• Investigate and resolve phone inquiries in a timely manner; escalate inquiries or issues to appropriate team member as necessary
• Manage work queues and volumes to meet client specific turnaround times
• Other duties as assigned

Minimum Qualifications

• High school diploma from an accredited school or equivalent GED

• 1 year of customer service experience
• 6 months of related work experience in Pharmacy Benefit Management (PBM) or health care
• Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• Strong verbal and written communication skills, interpersonal skills, and attention to detail
• Demonstrated organizational and time-management skills
• Willingness and ability to learn internal systems/processes/programs
• Willingness to work overtime, weekends, and holidays on a rotating basis as needed
• Ability to adapt and work collaboratively in a dynamic fast-paced production environment
• Basic math skills and general PC knowledge including Microsoft Office, Internet, and email
• Ability to work a flexible schedule to accommodate business needs

Preferred Qualifications

• Associate's degree in business, health care or related area of study
• 1 year of related work experience in PBM/health care
• National Pharmacy Technician Certification through PTCB or ExCPT (CPhT)

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.  

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

Positions will be posted for a minimum of five consecutive workdays.