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 schedules 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.
ADDITIONAL DUTIES AND RESPONSIBILITIES
Assumes additional responsibilities and performs special projects as needed or directed.
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.
Certifications, Licenses, registrations
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.
Nature of work requires an ability to hear and communicate clearly and effectively, both orally and in writing. Exchanges information and collects, compiles and prepares work documents operating standard business office equipment. Uses vision to view screens and create and review documents. Must be able to use a computer keyboard effectively.
Work performed in a general office environment. Requires sitting for long periods of time, standing, and walking; may occasionally lift and move up to 25 pounds. Must be able to work in a busy, high-stress environment. May require flexibility to adjust work schedule during peak periods.
This job description is not intended to be a complete list of all responsibilities. The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. Duties or skills required for the job are subject to review and may change at any time, with or without notice. Individuals may perform other duties as assigned, including work in other functional areas to cover absence or to equalize peak workload periods. Duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the jobholder’s responsibility.