Pharmacy Customer Service Representative

1234
Remote, United States
Job Description
About Us

Our culture is based on connection, and that fuels our outstanding performance. At BroadPath, we maintain and nourish a commitment to home-based talent and innovative workforce technology that enables us to deliver unrivaled quality, flexibility, and transparency. We believe in meeting our associates where they are, be it in geography or career development. Our proprietary platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce and enabling our associates to reach their full potential. BroadPath is where connection happens.

Today, we provide services to Future 10 Health plan companies and Healthcare providers. BroadPath essential business functions include customer experience, sales, and back-office operations.

Overview

BroadPath is immediately hiring a Pharmacy Customer Service Representative to work from home! As a Pharmacy Customer Service Representative, you will handle inbound calls from pharmacy plan members or pharmacies regarding members’ benefits, claims, prescriptions, prior authorizations, coverage, and billing issues. As an ideal candidate, you must have a passion for solving customers’ issues in a high call volume, fast-paced environment with a passion for delivering exceptional customer experiences.

Our Pharmacy Customer Service Representatives may also make outbound calls to members or pharmacies/additional departments regarding multiple issues to determine a resolution for the member.

Responsibilities

Explain medical plans to members, pharmacies, any additional verified call with whom agents work with to resolve member issues.
Handle updates to members accounts, such as adding/editing basic information (Address, Telephone, PCP, etc.)
Handle mail order prescriptions, in store pharmacy prescriptions, claims, prior authorizations, benefits, and coverage.
Handle basic customer issues such as complaints, appeals, prescription/PCP issues or concerns.
Handle billing concerns such as billing issues, refunds, escalations as needed.
Actively listen to the caller to verify what individual/department/pharmacy will need to be contacted in order to work together to resolve the issue.
Effectively navigate and utilize a knowledgebase system on every call.
Adhere to all call metrics including but limited to Schedule Adherence, Average Handling Time, After Call Work and CSAT scores (Customer Satisfaction Scores) if applicable
Must be comfortable with having open multiple browsers/tabs at any given time and ability to navigate between screens.
Maintain balanced performance in areas of production, quality and CSAT
Maintain confidentiality and project a professional business image
Positive attitude and ability work independently from home, as well as with a team
Strong analytical skills for problem-solving and decision-making
Have quality focus and are detail oriented
Ensure compliance with BroadPath, Client, and HIPAA regulations

Qualifications

Most recent work experience must have a minimum of a year continuous employment
Health care call center minimum 12 months experience in a fast-paced environment
Minimum of 2 years fast paced call center experience
Proven ability to meet or exceed call center metrics
Achieve individual performance goals aligned with call center objectives
Must be willing to work in CST time consistently.
Demonstrates empathy and patience in all customer interactions.
Ability to build rapport effortlessly, engaging in casual conversations.
Ability to use high emotional intelligence and a genuine concern for the customer experience.
Remains calm under pressure, ensuring a positive customer interaction.
Effectively communicate via written and spoken word – effectively speaking and communication with the caller is key.
Must be able to multitask in real time for notes and effectively communicating to Supervisor/SMEs how assistance is needed to resolve the issue as needed.
Computer literate (Microsoft Windows, keyboarding skills, strong systems aptitude)
Must be comfortable with having open multiple browsers/tabs at any given time and ability to navigate between screens.
100% attendance is required during training: No time off within the first 60 days of employment.
Candidate will be responsible for providing:

Responsible for providing your own 19″ monitor or larger with VGA or HDMI port with corresponding cable, USB wired mouse, ethernet cable, and optional USB wired keyboard

Reliable hardwired internet is a must with at least 25mbps download|10mbps upload speeds

Speed Test Disclaimer:

Please note that all Internet Speed Tests are monitored and will be verified. They must be taken on a laptop or desktop computer and plugged directly into your router.
Speed Tests can not be completed on a mobile device. We recommend completing your application on a computer to make it easier to submit your results simultaneously.

Diversity Statement

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

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