Job Description

Job Description

Job Description

Customer Service Representative/Call Center (PBM)

Our Customer Service Representative/Call Center (PBM) position is an outstanding opportunity to begin a career in healthcare. As a CSR you will be thoroughly trained on our programs and services so you are best prepared to deliver exceptional service to our members and clients. After six months of strong performance, you will not only be eligible for pharmacy technician certification expense reimbursement, which further qualifies you for next level positions within our organization, but a $500 sign on bonus as well.

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.

We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically ™ , EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Customer Service Representative. In this critical role, you will ensure exceptional customer service and satisfaction.

We are looking for someone who possesses the following qualities:

• Customer Focus: Demonstrate a solid commitment to customer satisfaction by addressing inquiries promptly and professionally. Build positive relationships with customers by understanding and meeting their needs.
• Accountability: Take ownership of customer issues and follow through to resolution. Ensure all interactions are logged and tracked accurately in our system.
• Resilience: Maintain composure and stay positive under pressure. Adapt to changing situations and handle challenging interactions with patience and tact.
• Emotional Intelligence: Display empathy and understanding when dealing with customers. Recognize and respond appropriately to the emotions of others.
• Digital Awareness: Utilize digital tools and platforms efficiently to manage customer interactions and improve service delivery. Stay updated on new technologies and software relevant to the role.
• Communicative: Communicate clearly and effectively with customers via phone, email, and chat. Ensure all information provided is accurate and easy to understand.
• Problem Solving: Identify and resolve customer issues swiftly and efficiently. Think critically to provide solutions that meet customer needs and improve overall service quality.

If you are a highly motivated Customer Service Representative with a strong background in Customer Service and are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply.

Key Responsibilities:

• Receive and respond to all customer inquiries via phone, fax, mail, e-mail, etc., in a 24x7 (365) call center environment with rotating shifts.
• Leverage the appropriate system and/or other reference materials to complete the verification process.
• Initiate the investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental processes.
• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow-up.
• Follow up on unresolved issues promptly, escalating call trends to management.
• Deliver a five-star customer service experience while meeting quality and production standards.

Required Qualifications & Experience:

• 1-2 years of related experience
• Pharmacy Technician experience (however, Certification is NOT required)
• High School Diploma/GED required
• Reliable Internet and phone for off-hour shifts
• Clear and effective verbal communication skills
• Strong listening skills to understand customer needs and concerns
• The ability to empathize with customers and demonstrate patience
• Calm and composed demeanor while handling customer issues
• Flexibility to adapt to changes in procedures, products, or requirements
• Ability to work 5 days in the office.
• Prior experience working in an in office setting preferred.

Work Environment: In Office in Orlando

Benefits And Perks

Subject to program eligibility, this position qualifies for a robust suite of benefits including: Paid Time Off, a 401(k) program, Health Insurance including Dental & Vision coverage, Student Loan Reimbursement, Health Savings Account, and an Employee Assistance Program.

EmpiRx Health is an Equal Opportunity Employer

At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're on a mission to build a team as diverse as the world we serve, where everyone is welcome and celebrated. We're not just breaking down barriers; we're actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.

Note: This job description is a general outline of responsibilities and qualifications for the role. Additional duties may be assigned, and the position may evolve to meet the organization's needs.

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