JOB SUMMARY: Under the direction of Call Center leadership, a Customer Service Representative is primarily responsible for handling incoming telephone calls. A Customer Service Representative may also be required to handle e-mail and facsimile inquiries as needed and will have to meet established productivity and quality objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
·Respond promptly to all incoming inquiries/issues from pharmacy providers, members and authorized client representatives.
·Navigate multiple systems and clearly document each call.
·Stay current with new policies and procedures.
·Maintain strong working relationship with co-workers and managers in support of a cohesive team environment.
·Be proactive by reporting any repeat complications that may be occurring as a result of systems, policies or technological deficiencies
·Gain timely supervisory assistance in the event the situation requires intervention or investigation beyond normal capacity.
·Manage and work escalations and grievances as needed
·Other duties as assigned
·Bachelor’s Degree or equivalent work experience (Must have high school diploma)
·Two years experience in a call center environment
·Experience working with Medicare a plus
· Process oriented
·Knowledge of Excel and Word is preferred
·Excellent written and oral communication skills are required
· Demonstrated ability to work in a fast-paced environment
·Demonstrated ability to multi-task
·Flexible work schedule as needed, will need to support second shift and weekend work
· Proven track record of reliability
Candidates Should Have a Copy Of Thier Resume Forwarded For Consideration In This Company, Quick Response Matters a alot.