Customer Care Advocate I

Essential Duties and Responsibilities

• Respond in a prompt, professional and courteous manner to customers’ questions regarding pharmacy benefits or placement and/or the status of an Rx order
• Provide customer support, referring complex issues or questions to appropriate support staff as needed
• Use multiple systems to access customer records, provide benefits information, process prescription orders and provide the status of prescriptions or orders
• Follow all processes and procedures
• Handle difficult situations professionally

Requirements

• A High School Diploma or equivalent; post High School or specialized training a plus
• 1 year experience in healthcare customer service; call center environment is a plus
• Proficiency in computer systems and navigating multiple applications
• Excellent verbal and written communication and customer empathy skills
• Ability to handle high call volumes and meet performance requirements

Preferred

• Understanding of HIPAA and privacy regulations
• Pharmacy or Pharmacy Benefits experience

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.