PURPOSE OF THE ROLE
The Customer Support Representative is responsible for supporting the pharmacy and member help desk call center function of the company in accordance with Script Care, Ltd. policies and procedures. This position will be responsible for providing timely, knowledgeable and courteous resolution and responses to pharmacy, member and product related inquires. This role requires the maintenance of exceptional professionalism and customer service standards that Script Care, Ltd. has attained within the pharmacy benefit management industry. The Customer Support Representative will report directly to the Customer Support Manager.
KEY TASKS AND RESPONSIBILTIES
โข Work with Customer Support Manager to set goals and objectives
โข Handle inbound calls regarding plan inquires and documentation regarding pharmacy issues from members, clients, providers, pharmacies, and other inquiries
โข Provide timely responses to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
โข Enter data accurately and timely into industry software
โข Adheres to confidentiality, state, federal and HIPPA laws and guidelines regarding patient information; including internal and external correspondence
โข Ensure that customer service performance standards and guarantees are met
โข Utilize various company databases to access member information
โข Abide by all rules, regulations and policies set forth by SCL
โข Assist and support other duties as determined by the Customer Support Manager and the Quality Assurance Director
QUALIFICATIONS
โข High school diploma or equivalent; college degree preferred
โข Customer service and inbound call center experience required
โข Pharmacy Technician certification helpful
PROFESSIONAL SKILLS, EXPERIENCES AND COMPETENCIES
โข Proficient in Microsoft Office suite and industry related software programs
โข Proven ability to build relationships; must be service oriented
โข Excellent verbal and written communication skills, internally and externally
โข Pharmacy and/or Healthcare experience preferred, especially in a call center setting
โข Demonstrated ability to analyze situations and resolve issues in a timely manner
โข Able to work independently and collaboratively with other SCL personnel
โข Bilingual in Spanish/English advantageous
โข Must be able to work flexible hours pursuant with industry demand
โข High attention to detail and able to work in a fast-paced environment
IN-OFFICE POSITION
Mon-Fri 9AM - 6PM with an occasional Saturday.