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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.
Job Responsibility:
Coordinate and process new patient medication orders and reorders, including verifying and reverifying benefits
Help patients with translating and entering in new or refill prescriptions into the pharmacy information system
Communicate and collect copay amounts
Obtain authorizations
Work with insurance companies, healthcare providers and/or internal teams to screen, identify, resolve and defer orders that have accounts receivable or clinical issues
Provide courteous and helpful customer service to customers utilizing specialty mail-order pharmacy services
Assist customers with entering new medication orders or refilling existing prescriptions
Review prescription details to ensure accuracy and compliance
Address basic customer inquiries about order status, delivery times, and tracking
Identify and escalate complex customer concerns
Maintain accurate and organized records of customer interactions
Develop a basic understanding of specialty medications and services
Participate in training programs
Collaborate with team members and stakeholders
Assist with English-to-Spanish translation for basic customer inquiries
Requirements:
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
High school diploma or at least 1 year equivalent experience
Nice to have:
Registered Pharmacy Technician
Certified Pharmacy Technician (CPhT)
Certified Customer Service Professional (CCSP)
What we offer:
Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings, tobacco cessation and weight management programs