Customer Service Agent

About the role

Alfasigma is a privately held global healthcare company founded over 75 years ago in Italy, where it remains headquartered today in Bologna and Milan. The Group operates in over 100 markets spanning Europe, North and South America, Asia, and Africa. Over three years ago, we embarked on a transformative journey to become a truly global innovative healthcare company with a leading focus on Gastrointestinal (GI) health. We have experienced remarkable growth, nearly doubled our revenues, expanding geographically, and integrating several key acquisitions. We have also evolved our portfolio, expanded into rare and specialty segments, and strengthened our pipeline and people's capabilities. As we continue to grow, we are seeking Call Center Agent for our Nutrition business within our Specialty Pharmacy, Brand Direct Health. This is a remote based position located in either the Covington, La, or Dallas, TX area.

Responsibilities

• Processes both Enrollment and Refill prescriptions
• Provides verbal and written communication towards a positive patient prescription journey
• Meets call center metrics including number of patients reached daily, number of Enrollment fills, and Refills
• Uses approved resources to contact patients
• Achieves daily inbound and outbound call requirement based on team’s expectation
• Responds to Inbound & Outbound calls in accordance with company standards – courteously and professionally
• Asks appropriate questions and listens actively while documenting required information in computer systems
• Establishes rapport and builds trust while assisting patients
• Identifies patient’s needs quickly and accurately
• Uses services and available resources to convert inquiry calls to new customers
• Escalates issues as necessary
• Consistently meets monthly KPI objectives and Fill goals
• Meets dialogue requirements according to Quality Assurance guidelines
• Demonstrates regular and reliable attendance

Qualifications

• High School diploma or equivalent required
• 1-2 years of customer service and sales experience preferred (such as personal banking, real estate or a combination of retail sales, restaurant and other business experience)
• 1-3 years of call center experience preferred, preferably in service/sales-oriented environment
• Bi-lingual in Spanish desired
• Healthcare or pharmacy experience desirable
• Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced remote environment
• Able to work under pressure

Skills

• Excellent organizational, time management, and problem-solving skills
• Excellent written, verbal and interpersonal communication skills
• Familiarity with computer and Window PC applications, including ability to navigate and learn new and complex computer system applications
• Proficient with Microsoft Office Suite (intermediate Word, Excel, Power Point, and Outlook)
• Business process, problem identification, analysis and resolution management skills

Benefits

Alfasigma offers a competitive salary, comprehensive benefits, and extensive opportunities for professional growth and development. The company fosters a culture where the courage to innovate is key