Customer Service Agent providing exceptional customer service and managing orders and complaints for Medline in Brussels. Working in a hybrid model with both in - office and remote opportunities.
About the role
- Providing patient health care services enabling access to prescription medications at ConnectiveRx. Engaging with Medical Insurance Payers and Pharmacy Benefit Managers to document coverage options.
Responsibilities
- Responds to inbound phone calls and claims (as well as outbound calls) to/from patients, physicians, and pharmacies
- Services their access to care and reimbursement needs and responds
- Focus on patient empathy and the consumer experience with the goal to assure patients on ease of use of program goals
- Driving access to care and medication adherence
- Based on volume, may also process claims and/or may answer phones
- Refers requests for escalation as needed
- Engages other internal areas such as Program Management, IT and other Contact Center teams to resolve issues
- Performs other assignments as needed.
Requirements
- Call Center operating metrics and performance management experience (a plus)
- Knowledge of pharmacy benefits, health care insurance, and/or medical billing (a plus)
- Some experience with any Third-Party system (SelectRx, Pro-Care, FSV) (a plus)
- Experience with Call Center software (Five9, In-Contact, or similar) (a plus)
- Fluent in English/Spanish (a plus)
- High School or GED required
- 1+ years in a health care or case management experience in a high-volume contact center environment or similar environment preferred
- Experience working in pharmacy benefits, health care insurance, and/or medical billing (preferred)
- Communication skills: ability to convey information in easy-to-understand language
- Customer Focus; high level of empathy and emotional intelligence
- Adaptability: Adapts to a variety of situations easily and effectively navigates situations
- Problem Solve; Thinks critically, and problem-solves issues to resolution.
Benefits
- Health insurance
- 401(k) matching
- Generous PTO and paid holiday days
- Professional development opportunities
- Company culture with fun events and volunteer opportunities
Job title
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