Associate Medication Support Center Representative

Primary Responsibilities

• Conducts in-bound and out-bound calls for program requirements including, but not limited to medication adherence member outreach calls, reminder calls, prescription refill calls and provider follow-up calls in a call center environment
• Completes calls/assignments and ensures census management, productivity weekly and monthly standards are met
• Exhibits excellent phone and communication skills while providing complete and accurate information to customers
• Receives and responds to escalated inquiries from all communication venues: e.g., task queues, portal, claim queue, department documentation platform
• Performs review of prescription claims documentation collect and maintain eligibility information in an appropriate and confidential manner
• Provides support to internal staff and providers with respect to Medicare drug related issues; request additional or supplemental information via correspondence to complete applications
• Provides clerical and/or administrative support to clinical staff and managers for special studies, projects, and reports
• Adheres to assigned schedule and quality metrics
• Provides clerical and/or administrative support to pharmacy staff and managers for special projects and reports
• Provides excellent customer service by serving as a resource to all internal and external customers
• Participate in and contribute to the overall pharmacy quality improvement initiatives
• Aid in training for new hires and internal staff
• Attends required meetings and required participation in special committees as needed
• Demonstrate excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers, and managers
• Demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Able to always maintain strict confidentiality to include but limited to patients and coworkers
• Compliance with all organizational policies regarding ethical business practices
• Able to work independently, with some supervision and direction from manager
• Must adhere to all department policies and procedures
• Able to work any schedule between 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks
• Performs other duties as assigned

Required Qualifications

• High School Diploma/GED (or higher)
• 6+ months of administrative support experience
• 6+ months of experience in a pharmacy/medical/healthcare setting
• 6+ months of call center experience
• 6+ months of experience with medical terminology
• Basic level of proficiency with Microsoft Office products, including Word and Outlook
• Ability to work an 8-hour shift Monday - Friday. Either 10am - 7pm CT or 11am - 8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks
• Access to a dedicated work area established that is separated from other living areas and provides information privacy to keep all company sensitive documents secure (if applicable)

Preferred Qualifications

• Certified and/or Registered Pharmacy Technician
• Certified Medical Assistant (training or certification)
• 2+ years of experience in a pharmacy setting
• 2+ years of experience in a physician's clinic or hospital
• Bilingual language proficiency (English/Spanish)

Soft Skills

• Ability to handle / diffuse escalated issues professionally
• Excellent organizational skills, customer service skills, and verbal and written communication skills to include but not limited to patients, physicians, clinical staff, contracted providers, and managers
• Demonstrate a high degree of professionalism to always include both personal conduct and appearance
• Able to always maintain strict confidentiality to include but limited to patients and coworkers
• Compliance with all organizational policies regarding ethical business practices
• Able to work independently, with some supervision and direction from manager
• Must adhere to all department policies and procedures
• Able to work any schedule between 8am-8pm CST with a rotating Saturday shift (9am-6pm CST) every 3-4 weeks

Benefits

• Life
• Emotional
• Physical
• Financial