Patient Care Advocate; Pueblo Colorado

At Express Scripts, a Fortune 100 company, we provide pharmacy benefits management services to tens of millions of consumers through thousands of employers, government and union health plans. We call St. Louis home, but there are administrative, pharmacy, and customer service operations throughout the United States and Canada. Express Scripts continues to expand its services with more than 14,000 employees focused on our mission to make the use of prescription drugs safer and more affordable Since 1986, the company';s legacy of independence ensures that our interests are aligned with plan sponsors and their members. We share a common cause with each of our clients to help offer a healthy prescription-drug benefit today and into the future. As an employee you can be proud knowing you';re improving the quality of life of millions of people every day.
ABOUT THE DEPARTMENT
The Client & Patient Services organization is responsible for ensuring high-quality service delivery to Express Scripts'; members and clients in a cost-efficient manner. Patient Services provides mail pharmacy services, addresses members'; inquiries and provides value-added consultation. In addition this organization includes Client Services, which encompasses client and benefit administration, quality control, implementation, client support center (CSC), participant materials, clinical operations and eligibility. In addition, Client & Patient Services includes centralized functions to drive continuous process improvement, pharmacy compliance and forward-looking planning. This organization also includes Medical Affairs, Clinical Services, and Express Scripts'; Pharma Business Services subsidiary.
RESPONSIBILITIES
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. 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 repetitive questions and/or problems so that corrective action can be pursued and expedited. Work collaboratively with other customer service representatives and supervisor to ensure that best-practices are shared. Other special projects as needed.
QUALIFICATIONS
High school diploma or equivalent 1-2 years experience in a customer service setting, preferably in a call center environment Excellent phone presentation skills and communication skills Demonstrated ability to handle challenging customers in a professional manner Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions. General PC knowledge including Microsoft Office and Internet. Willingness to work a flexible schedule for peak call times
EEO STATEMENT
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class