Member Customer Service Representative

Southwest
Immediate

Job Description


Responsibilities

  • Answer and respond to calls and emails
  •  Resolve pharmacy issues from members, providers and pharmacies
  • Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
  • Research required information using available resources
  • Place outgoing phone calls when business ventures warrant
  •  Route calls to appropriate resource
  •  Document all call information according to standard operating procedures
  • Enter data accurately and timely
  • Maintain a positive and professional demeanor at all times
  •  Utilize multiple company database programs for accessing member information
  •  Achieve individual performance goals for productivity and quality
  •  Maintain confidentiality of patient and proprietary information
  •  Other duties as assigned

Basic Qualifications

  • High school diploma or GED
  • Customer service or inbound call center experience
  • Healthcare knowledge and/or experience
  • Proficient in Microsoft Office and industry related software programs
  • Effective verbal and written communication skills
  • Excellent interpersonal skills with a strong customer focus
  • Ability to work with peers in a team effort

Preferred Qualifications

  • Bachelor’s degree
  • Certified, Licensed, or Registered Pharmacy Technician
  • Medicare Part D knowledge
  • Bilingual in English and Spanish