Position Summary

The ideal candidate will have exceptional customer service skills, excellent communication skills, and work well on a team. Must also possess the ability to work independently while multi-tasking and prioritizing assigned tasks. The Support Advocate will take calls from pharmacies, members and clients and will provide accurate information or support by accessing internal systems. The Support Advocate will also troubleshoot pharmacy claims submissions and document all calls and will respond to routine inquiries on multiple products.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answering or making calls as needed to complete assigned duties.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.
• Respond to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries.

KNOWLEDGE, SKILLS, & ABILITIES

• High School Diploma or equivalent.
• Customer Service or inbound call center experience.
• Experience with a PBM or health insurance company preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with PBM software, and strong typing skills.
• Strong time management and decision-making skills.
• Proficient in Microsoft Office and industry related software programs.
• Effective verbal and written communication skills.