What are the responsibilities and job description for the Customer Service Rep II position at ProCare Rx?
ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following:
- Promptly and courteously answer inbound telephone calls
- Assess, prioritize and resolve client issues using good listening and comprehension skills
- Escalate issues to management as appropriate
- Document and retain all pertinent information
- Manage outbound outreach for enrollment and/or refills
- Manage multiple client programs
- Responsible for training call center new hires
- Perform related duties as assigned, including but not limited to direct member reimbursements; ID card management and distribution, etc.
QUALIFICATIONS AND REQUIREMENTS
- Minimum 2 years of experience in a customer service position, preferably in a call center environment
- PBM, pharmacy or health care industry experience preferred
- Health insurance background and knowledge of pharmacy terminology desired
- Proficient PC skills in Windows-based applications.
- Excellent verbal and written communication skills
- Excellent telephone etiquette and strong customer service orientation
- Highly organized with strong attention to detail
- Excellent time management skills
- Ability to work independently and with a team
- Ability to exercise logical critical thinking in problem solving
- Ability to be flexible and quickly adapt to the changing needs in the department.
- Flexible with scheduled work hours
- Bilingual English/Spanish is a plus
EDUCATION
- High School Diploma or equivalent
- Pharmacy Technician Certification is a plus
PHYSICAL DEMANDS
Requires sitting, standing, and occasional light lifting.