Customer Service Associate I (Retail Services) - Bilingual Preferred
- Located at our Pharmacy site: 4502 Woodland Corporate Blvd. Ste. 105, Tampa 33614
- Hrs: M - F: 11:30am-8pm
Coordinates and resolves customer service issues with functional area specialists in a timely, efficient, and courteous manner in order to provide a high level of Patient advocacy.
n Demonstrates appropriate utilization of current telephony systems while receiving inbound calls and initiating outbound calls to and from Pharmacies, Adjustors, NCM’s and Patients for expediting resolutions of blocked transactions/pharmacy bill issues.
n Determines type of inquiry, resolving or assigning issues to the appropriate functional area (Helpdesk, Support Services, Bill Review Services, Program Recruitment, Assist Line, Customer Relations, Mail Order Services, MS&E Services, etc...) in a timely and accurate manner.
n Works with network pharmacies and PMSI staff in troubleshooting patient profiles for processing prescription medications for online adjudication or payment resolution.
n Works with the PMSI Systems (Universe, Online Tools – Carrier Specification and Documentation Resources), while documenting issues and resolving claims relating to Pharmacy, Carrier and Patient.
n Works with Supervisor to ensure established work schedule is adhered to, and that personal time away is self-managed per departmental expectations.
n Works with Supervisor to identify needs to strengthen basic metrics in order to be successful in the current role of CSA I.
n Work with Supervisor to identify career path and establish goals by utilizing the current online tools and training necessary for advancement into other areas of interest.
n Works with Management on any other special projects assigned.
n Required: Associate’s degree or equivalent experience
n Desired: Associate’s degree in a healthcare field
n Required: 2+ years customer service experience
n Desired: Prior experience in a call center/customer care environment; 2 years of retail and/or mail order pharmacy experience
n Required: N/A
n Desired: Pharmacy Technician or state pharmacy license (within past 5 years)
n Total Number of Associates this position oversees: 0
n Number of Direct Reports: 0
n Title(s) of Direct Reports: N/A
The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is generally quiet to moderate.
Physical and mental requirements:
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
1. Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling , repetitive motions, talking and hearing.
2. Visual requirement is for close vision, distance, vision, peripheral vision and ability to adjust focus.
3. 50% or more time is spent looking directly at a computer.
4. Associate is frequently required to stand, walk (or otherwise be mobile).
5. Ability to deal with stressful situations as they arise.