Customer Service Rep/PCA - Synagis/Pharma Ops - Indianapolis, IN.
Express Scripts - IN
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Advance your career with the company that makes it easier for people to choose better health. Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the 'Most Admired Companies' in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
ABOUT THE DEPARTMENT
CuraScript, a wholly owned subsidiary of Express Scripts, is a leading national provider of specialty pharmacy services. CuraScript offers a broad range of healthcare products and services for individuals with chronic health conditions, such as growth hormone deficiencies, hepatitis C, hemophilia, HIV/AIDS, oncology, multiple sclerosis, and rheumatoid arthritis. CuraScript provides comprehensive patient management services including clinical case management programs, counseling, education, outcomes measurement, social services, and reimbursement services. CuraScript Wholesale Services provides customized supply chain solutions for the biotech industry.
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 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. Other duties as needed. Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety and environmental programs and procedures.
High school diploma or equivalent Minimum 1 year 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
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. None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics. Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.