PATIENT CARE ADVOCATE (aka PATIENT CLIENT ADVOCATE). 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.
ESSENTIAL FUNCTIONS: – 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 in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs. – Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety – Other duties as needed
Job Type: Full-time
Schedule:
Monday to Friday
Weekends as needed
People with a criminal record are encouraged to apply
Experience:
Call center: 1 year (Preferred)
Customer service: 1 year (Preferred)
Work Location: Remote
