Member Services Agent (Call Center Representative)

Member Services Agent

We wanted a PBM that worked better… so we created one.

Southern Scripts, the leading disruptor in the PBM industry, simplifies the complexities of navigating through the Pharmacy Benefit Manager world by offering a value-added approach to ensure the employer absolute freedom, control, and choice to their health plan structure without compromising patient experiences and outcomes. We improve healthcare and reduce rising prescription costs for employers and their employees. We are looking for individuals who are passionate, strong, and committed to developing systems and service solutions that promote our business goals and commitments.

Southern Scripts is searching for incredible talent! We continue to experience accelerated growth in a rapidly changing industry. There's never been a better time to join our team.

We are currently seeking a Member Services Agent. This is a remote position.

Role and Responsibilities

The member services agent is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. This position is a customer service representative working in our call center.

• If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Keep detailed records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints.
• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
• Follow-up to ensure that appropriate changes were made to resolve customers' problems.
• Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
• Abide by all obligations under HIPAA related to Protected Health Information (PHI).
• Refer unresolved customer grievances to designated departments for further investigation.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Confer with customers by telephone to provide information about Rx claims processing.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review Rx insurance policy terms to determine whether a claim is covered for employer group.

What We Have to Offer

Our benefits package is designed to keep our employees happy and healthy – physically, mentally and financially.

• Annual Reviews and Development Plans
• Disability and Life insurance
• Medical, Dental, Vision insurance
• Retirement Plan with company match immediately 100% vested
• Generous Paid-Time Off
• Employee Assistance Program

Required Skills and Competencies

• Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Technical Capacity.
• Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
• Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Interacting with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Teamwork Orientation.
• Problem Solving and Analysis.
• Customer and Client Focus.
• Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
• Time Management.
• Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
• Communication Proficiency.
• Multitasking

Position Type and Expected Hours of Work

This is a full-time, hourly position. Days and hours of work vary on shift assigned. The Contact Center hours of operation are Monday – Friday 6a – 10p, Saturday 8a – 8p, and Sunday 8a-8p.

Qualifications and Education Requirements

• High School or equivalent
• Computer experience
• Customer service experience

Southern Scripts, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Southern Scripts complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Southern Scripts expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Southern Scripts employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/D