Pharmacy Services Representative

Position Summary

You will be responsible for the overall coordination and processing of new patient medication orders and reorders, which includes verifying and reverifying benefits. You will also help our patients with translating and entering in new or refill prescriptions into the pharmacy information system, communicating and collecting copay amounts, obtaining authorizations, and working with insurance companies, healthcare providers and/or internal teams to screen, identify, resolve and defer orders that have accounts receivable or clinical issues. Excellent communication skills are needed in order to effectively interact with insurance companies, patients and internal partners to ensure the processing of specialty medications in a timely manner and to ensure that financial and clinical expectations are being met prior to fulfillment. If you like working in a fast-paced environment and demonstrating compassionate, genuine care for patients and customers, this job is for you!

Candidates must be willing to train onsite for a minimum of 4 weeks before being deployed to work from home. Training schedule will be Monday through Friday 9:00am-6:00pm.

Work Schedule available: We are seeking individuals open to working a 40 hour shift/schedule anytime Monday - Friday, between 7:30am-11pm. You will be given a set schedule upon starting.

• Provides courteous and helpful customer service to customers utilizing specialty mail-order pharmacy services by addressing basic customer inquiries, concerns, and issues in a timely and professional manner.

• Assists customers with entering new medication orders or refilling existing prescriptions through the specialty mail-order pharmacy.

• Reviews prescription details, such as medication name, dosage, and quantity, to ensure accuracy and compliance with the healthcare provider's instructions.

• Addresses basic customer inquiries about the status of their specialty medication order while providing estimated delivery times and assisting with tracking information or general shipment inquiries.

• Identifies and escalates complex customer concerns or issues to appropriate teams or supervisors for further assistance and resolution.

• Maintains accurate and organized records of customer interactions, inquiries, and actions taken.

• Develops a basic understanding of the specialty medications, healthcare products, and services offered by the mail-order pharmacy.

• Participates in training programs and ongoing learning initiatives to enhance customer service skills and product knowledge.

• Collaborates with team members, supervisors, and other stakeholders to ensure smooth operations and customer satisfaction within the specialty mail-order pharmacy customer service department.

• Assists colleagues and customers with English-to-Spanish translation for basic customer inquiries

Required Qualifications

• Bilingual (English-Spanish).

• 6+ months experience in a customer service role handling and resolving a high volume of complex customer needs over the phone.

• 6+ months work experience with Windows-based applications like Windows, Microsoft Office, internet navigation, and email applications.

• 6+ months computer keyboarding experience, skills and aptitude.

Preferred Qualifications

• Registered Pharmacy Technician
• Certified Pharmacy Technician (CPhT)

• Certified Customer Service Professional (CCSP) preferred.

Education

• High school diploma or at least 1 year equivalent experience.