More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.
But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.
About the Role
This role is located onsite and requires availability for our 8:00am - 5:00pm EST shift.
The Pharmacy Customer Service Representative is one of the first lines of communication for our patients their family and caregivers healthcare providers and referral sources. The CSRI interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to non-clinical work and also answer general questions in regards to a patient’s service. This position assists with concerns as it relates to prescription refills informing patients of delivery status updating demographic and billing information receiving payments and addressing any other issues. Typical calls that can be initiated/ received by CSR I’s are: inbound calls outreach calls and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time.
Supervisory Responsibilities:
- This position has no direct supervisory responsibilities.
Essential Duties and Responsibilities:
- Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resources
- Assists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environment
- Answer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as need
- Follows up with customers or expediting calls to the appropriate channels
- Provides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay information
- Identifying and resolving patient billing complaints
- Processing and posting credit card payments
- Correct and resubmit claims to third party insurance
- Accurate data entry of all patient demographic information insurance and prescription refills
- Resolution of insurance adjudication billing or medication fulfillment issues
- Communicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communication
- Proactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer service
- When necessary follows up with customers or expediting calls to appropriate channels
- Documents all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated.
- Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP Program
- Enters and retrieves data from the pharmacy operating systems and customer relationship management systems
- Move accounts through patient lifecycle workflow
- Work special projects on an ad hoc basis
Skills/Abilities:
- Service oriented high degree of interpersonal communication and organizational skills
- High attention to detail quality problem solving and organization
- Displays a future-focused mindset aimed at bringing ideas and solutions to team challenges
- Strong analytical and critical thinking skills
- Demonstrates appropriate written and oral communication skills
- Strong team player
- Ability to keep track of multiple tasks
- Reliable outgoing and highly effective at relating to others
- A professional attitude is a must
- Ability to effectively interact with all levels of management associates clients and general public
- Intermediate technology skills & the ability to multi-task
- Understand and maintain confidentiality regarding patient medications and illnesses (HIPAA)
Education and Experience:
- High school diploma or GED required
- 0-1 years of experience required
- Customer Service/Client Relations Experience Beneficial
- Call Center Experience Beneficial
- Home healthcare nurse/aide or as a pharmacy/medical technician experience helpful
Physical Requirements:
- Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.
- Prolonged periods of sitting at a desk and working on a computer.
SelectQuote Core Values:
Service: We create positive customer experiences.
Entrepreneurship: We create innovate & take risks.
Leadership: We build & invest in high-performing teams. Empowerment: We embrace a changing environment.
Courage: We challenge the status quo & drive continuous improvement.
Teamwork: We help support & celebrate each other.
