Schedule: Full-time Job ID: REQ20002681
POSTION SUMMARY:
Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Work to research and resolve problems in a timely manner. Assist members in understanding and maximizing the use of their pharmacy distribution program. Use computerized system to gather information and respond to questions. Document issues and resolutions in a common database. Escalate issues as necessary.
ESSENTIAL FUNCTIONS:
- This is a work from home position as part of our Virtual Call Center based in Valdosta, GA. We will provide all equipment necessary. You must have a quiet dedicated workspace and provide a hardwired into the house internet service.
- Handle inbound and outbound member, provider and physician calls.
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
- Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
- Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.
- Work collaboratively with other customer service represent
QUALIFICATIONS
- High school diploma or equivalent
- 1-2 years experience in a customer service setting, preferably in a call center environment
- Excellent phone presentation skills and communication skills
- Demonstrated ability to handle challenging customers in a professional manner
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
- General PC knowledge including Microsoft Office and Internet.
- Willingness to work a flexible schedule for peak call times
- Must live within a commutable distance of Valdosta, GA.
- Must have wired internet service to home with acceptable speed.
- LI-JT1
ABOUT THE DEPARTMENT
The mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM.
Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts “get it right the first time” to increase client satisfaction and reduce waste and the cost of rework.
ABOUT EXPRESS SCRIPTS
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes.
Join the company that Fortune magazine ranked as one of the ‘Most Admired Companies’ in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services.
We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.
Express Scripts is a VEVRAA Federal Contractor.
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Express Scripts, Inc. is a pharmacy benefit management (PBM) company in North America. The Company provides a range of services to its…
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