Customer Support Representative (Remote To In-Office Position)

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

• Work with Customer Support Manager to achieve goals and objectives
• Handle inbound calls regarding plan inquires and documentation regarding pharmacy issues from members, clients, providers, pharmacies, and other inquiries
• Provide timely responses to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Enter data accurately and timely into industry software
• Adheres to confidentiality, state, federal and HIPPA laws and guidelines regarding patient information; including internal and external correspondence
• Ensure that customer service performance standards and guarantees are met
• Abide by all rules, regulations and policies set forth by company
• Assist and support other duties as determined by the Customer Support Manager and the Quality Assurance Director

QUALIFICATIONS

• High school diploma or equivalent; college degree preferred
• Customer service and inbound call center experience required
• PBM experience preferred
• Bilingual or Multilingual preferred
• Pharmacy and/or Healthcare experience preferred
• Pharmacy Technician certification helpful
• Reliable internet and phone required

PROFESSIONAL SKILLS, EXPERIENCES AND COMPETENCIES

• Proficient in Microsoft Office suite and industry related software programs
• Proven ability to build relationships; must be service oriented
• Excellent verbal and written communication skills, internally and externally
• Pharmacy and/or Healthcare experience preferred, especially in a call center setting
• Demonstrated ability to analyze situations and resolve issues in a timely manner
• Able to work independently and collaboratively with other personnel
• Must be able to work flexible hours pursuant with industry demand
• High attention to detail and able to work in a fast-paced environment

Remote to in-office position in Orlando, Florida