Senior Customer Service Representative

Overview

Scope of Responsibilities: Possesses knowledge and ability to complete all tasks associated to the call center, as well as owning responsibility in at least one of the following tasks; ID card production, DMR’s, creation of mass mailings to membership or resolving claims not adjudicated in the mail order platform. May possess alarm code and access to open and close the facility, the ability and responsibility to act as supervisor in charge, in absence of call center supervisor and handle escalated member concerns while delivering optimal customer service. Assist with training of current and new employees.

Job Summary: Works under general supervision answering incoming calls and operates independently while following standard procedures and known best practices to accomplish assigned tasks. Provide support to Account Representatives, Customer Service Supervisor, Customer Service Manager and peers on all aspects of customer service, account management, marketing support and other administrative projects.

Responsibilities

Job Duties:

• Assist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims Processor.
• Assist with on-site client orientation, health fairs and business conferences.
• Assist with on-site resolution of customer service issues to clients.
• Assist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletions.
• Responsible for completing all mandatory and regulatory training programs
• Provide Help Desk resolution of Pharmacy Network problems to insure complete client satisfaction.
• Help Desk phone coverage for incoming calls and directing incoming calls to appropriate staff members.
• Facilitate and perform on the job training and coaching for new and existing employees in conjunction with direct call center leadership
• Performs office duties as needed (includes copying, collating, mailings, filing)
• Perform other duties as assigned
• Provide Help Desk resolution of customer service issues to insure complete client satisfaction.

Qualifications

Attendance Requirements:

Must be available, and on time for scheduled work shifts.

Educational Requirements

• Minimum: High School Diploma or GED

Experience

• Preferred: 0-2 years experience as Rx Technician or Customer Service Representative in a health care related service.

Special Conditions Of Employment

• Initial and continuous exclusion and sanction/disciplinary monitoring
• Drug test
• Any and all additional eligibility requirements based on the specific position

Required Training

• HIPAA Security Course
• HIPAA Privacy Course

Job Skill Requirements

• Preferred PC skills including Microsoft Office
• Exceptional written and verbal communication skills
• Exceptional phone and listening skills.

Behavioral Traits Required

• Customer Service: Must provide appropriate customer service (for Kinney customers, fellow employees and business partners), listen attentively to their needs and respond appropriately
• Flexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned work
• Involvement: Must enjoy the demands of the job and work with interest and enthusiasm
• Role Model: Be the positive example for peers to follow and build the ProAct brand
• Leadership: Must gain acceptance of ideas and accomplish goals through subordinates, peers and teams
• Adaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences
• Cooperation: Must work harmoniously and effectively with fellow employees, supervisors and other in contact with
• Initiative: Must work within supervision guidelines and assume additional responsibilities
• Safety: Must take care of equipment and employ good safety habits

Connect With Us!

Job Locations US-NY-Gouverneur

Posted Date 1 day ago (8/9/2023 10:04 AM)

Requisition ID 2023-11272

# of Openings 1

Category Customer Service/Support

Location US-NY-Gouverneur