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.
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.
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.