Pharmacy Services Representative - Phone Agent

• Interact directly with customers to answer questions, solve problems, provide education, and maintain company’s reputation for high-quality service
• Handle incoming or outgoing phone calls to patients, clients, and other customers while proactively gaining patient and order information
• Maintain working knowledge of insurance, health care, reimbursement-related requirements for dispensing, processing of new referrals, and providing customer education
• Routine assessment and problem identification with appropriate escalation to a pharmacist

• Six months experience handling and resolving a high volume of complex customer needs over the phone
• Customer service orientation and ability to adapt/respond professionally
• High volume phone contact handling and verbal communication skills including active listening
• Ability to capture necessary information from the patient discussion while multi-tasking and toggling between numerous computer applications
• Ability to multi-task, prioritize and manage time effectively
• Problem solving skills, conflict resolution, and ability to think under pressure
• Use of empathy and patience when dealing with confused or irate customer
• Attention to detail

Healthcare work experience and familiarity with benefits, insurance, prescriptions

• Medical, dental, vision insurance
• Supplemental benefits and discount programs
• Sixteen paid days off
• Ten paid holidays
• 401(k) plan with matching company contributions
• Employee stock purchase plan
• Wellness screenings
• Tobacco cessation and weight management programs
• Confidential counseling and financial coaching
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access