Summary
This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance member satisfaction with WellDyne by responding to incoming phone calls with professionalism and compassion. Problem-solving skills are essential in addition to a service mindset. This position is the focal point for all members placing orders for the mail order pharmacy or checking status of orders, often times the single point of contact with members.
This is a remote, working from home position. At this time we are seeking candidates ONLY in the following states: AL, AZ, CO, FL, GA, IN, KY, MO, NV, NC, TN, TX, VA, WI.
Essential Duties and Responsibilities
- Respond in a prompt, professional and courteous manner to member questions regarding placement of an order and/or the status of an order
- Provide basic level of customer support; referring complex issues or questions to appropriate support staff
- Use computer to access member records and process orders
- Handle difficult people and problems professionally
- Trained in processing, orders and inquires for general or specific queues
- Other tasks as assigned
Education and Experience Required
- High School Diploma or equivalent required.
- Post High School or specialized training a plus
- One year experience in customer service call center environment required
- PBM or healthcare industry experience required
Knowledge, Skills, and Abilities
- Positive attitude with excellent customer service mindset, working in a way that demonstrates WellDyne commitment to Incredible Service
- Computer proficiency to navigate required databases and operate in required software packages
- Computer proficiency to navigate required databases and operate in required software packages
- Excellent communication skills, both written and oral.
- Strong interpersonal skill
- Interested in working with people with a strong desire to resolve problems
- Able to work under pressure
- Strong attention to detail
- Able to notate accurately customer issues during call in the provided format
- Creative problem solver and effective at conflict resolution
- Ability to work flexible hours as needed in a 24/7 environment
- Ability to learn in a virtual environment
- Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift
Equipment and Connection requirements- For remote candidates
- Internet speed minimum: 100mbs download / 10mbs upload that will be verified by HR in a speed test
- Cell phone to allow VPN push to connect to network and allow for support resources
- Dedicated workspace to reduce background noise
- Home computer with video capabilities as well as the ability to support WebEx* will be required for interview and initial training week. Company equipment will be provided by week 2.
- Modem/router has to be close enough to plug in a 10ft network cable (has to be hard wired)
WellDyne Can Offer You
- Medical, Dental and Vision Benefits
- Medical Savings Account Options with Company match
- 401K after 90 days of employment
- Employee Assistance Program
- Life and Supplemental insurance
- Educational Reimbursement
- Paid Time Off
- Career Pathing
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.
EOE M/F/D/V