Patient/Client Advocate
Express-Scripts - Georgia

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Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Work to research and resolve problems in a timely manner. Assist members in understanding and maximizing the use of their pharmacy distribution program. Use computerized system to gather information and respond to questions. Document issues and resolutions in a common database. Escalate issues as necessary.

Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.

Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.

Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.

Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.

Work collaboratively with other customer service representatives and supervisor to ensure that best-practices are shared.

Other special projects as needed.



High school diploma or equivalent
1-2 years experience in a customer service setting, preferably in a call center environment
Excellent phone presentation skills and communication skills
Demonstrated ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions.
General PC knowledge including Microsoft Office and Internet.
Willingness to work a flexible schedule for peak call times


Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.

About this company
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Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.