Customer Service Associate
Progressive Medical, Inc. - Westerville, OH

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Provides customer service to injured parties, claim handlers, physicians, pharmacies and other parties as needed. Ensures timely response and follow-up to meet customer expectations. Provides and maintains quality customer service to support Operations’ goals and corporate vision, mission and values.

ESSENTIAL JOB FUNCTIONS

Handles customer interactions in a timely and professional manner via phone, e-mail, web portal or other communication tools.

May set up and process new and/or current claims/orders.

Handles follow-up communications and tasks to ensure quality delivery of services.

Maintains and updates patient records and handles portal approvals and/or orders according to established policies and procedures.

Promptly resolves complaints or issues independently and/or escalates to leadership as appropriate.

Maintains patient privacy and confidentiality under requirements of federal and state law, including HIPAA, and in accordance with Progressive Medical and/or StoneRiver Pharmacy Solutions policy.

REQUIRED QUALIFICATIONS

Education, Training and/or Experience

High school diploma or equivalent.

Knowledge, Skills, Abilities and Personal Characteristics

Customer service skills; phone etiquette.

Excellent written and verbal communication skills; must be able to read, write, and interpret documents and speak fluent English.

Ability to meet established departmental production and quality standards.

Strong attention to detail; ability to multi-task and organize work.

Ability to succeed in a high stress, rapidly changing environment.

Basic computer skills; typing and data entry experience.

PREFERRED QUALIFICATIONS

Certified Pharmacy Technician (CPhT).

Previous Customer Service experience strongly preferred.

Knowledge of healthcare, insurance and/or pharmacy.

Previous experience in a production/metrics-based organization strongly desired.

Bilingual skills are a plus.

Associates degree and/or some college coursework.