Posted: Wednesday, February 7, 2018 1:04 AM
Job Description Member Outreach Representative EnvisionMail The Member Outreach Representative is responsible for supporting the direct outreach to members with prescriptions that require intervention resolution in accordance with customer service functions of the company and in accordance with the policies and practices of EnvisionRxOptions. The position will be responsible for providing timely, accurate and courteous resolution and response to pharmacy, member and product related inquiries while maintaining the exceptional level of professionalism and customer service standards that the company has attained within the mail order and specialty pharmacy industry. Must be CERTIFIED Pharmacy Technician (ICPT or PTCB certified) This is a MAIL ORDER Pharmacy, NON RETAIL environment. ENHANCED Benefits provided: Vacation, Holidays, Medical ($0 cost including family )+ Dental & Vision, 401K: $1:$1 match up to 9%! + much more SHIFTS: M-F 10:00am-6:30pm EST, (rotating Saturdays 8:00- 4:30pm EST) If scheduled to work on Saturday, will have a day off during the week. ESSENTIAL DUTIES AND RESPONSIBILITIES: Place outgoing phone calls to members, prescribers and insurance companies to obtain clarification on prescription orders Handle phone calls and correspondence to patients regarding pharmacy prescription orders Coordinate the transfer of prescription orders from other pharmacies Fax healthcare providers and follow-up on new prescription orders and refills Contact patients to inform of a delay in processing their order Assist supervisor and lead with escalated calls and non-standard customer service issues Research to help troubleshoot customer concerns and complaints Assist Clinical Pharmacist with contacting doctor’s offices and patients in order to resolve clinical issues Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups Document all call information according to standard operating procedures Research required information using available resources Enter data accurately and timely 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 REQUIREMENTS: Certified Pharmacy Technician, licensed through the Institute for the Certification of Pharmacy Technicians (ICPT) or Pharmacy Technician Certification Board (PTCB) required High school diploma or GED required; Bachelor’s degree strongly preferred Customer service or outbound call center experience required A knowledgeable individual with appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry Bilingual in English and Spanish advantageous Effective verbal and written communication skills Excellent interpersonal skills with a strong customer focus Ability to work with peers in a team effort Demonstrated ability to manage multiple priorities and deadlines A well-organized and self-directed individual who is able to work with minimal amount of supervision A decisive individual who possesses a detail oriented perspective Ability to independently identify, research and resolve issues Capability to efficiently complete tasks in a fast paced environment Adherence to attendance policy expected Ability to work extended hours, weekends and holidays pursuant with industry demands Proficient in Microsoft Office and industry related software programs WORK ENVIRONMENT: Includes a call center environment, with exposure to excessive noise with minimal exposure to adverse environmental issues PHYSICAL REQUIREMENTS: Ability to sit for prolonged periods of time Company Description EnvisionRx, with a commitment to providing transparency and disclosure to the Pharmacy Benefit Management (PBM) marketplace, provides full service, integrated PBM services, including network-pharmacy claims processing, mail order, benefit design consultation, drug utilization review, formulary management, and other related services. If you are interested in becoming part of a team-oriented, fast-growing company we encourage you to consider a satisfying career at EnvisionRx.
• Location: Akron/Canton
• Post ID: 58559412 akroncanton