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Member Service Agent

Date:  Nov 13, 2022

Any city, AR, US, 99999 Conway, AR, US, 72034-9501

Req ID:  10596


The Member Services Agent for the pharmacy call center is expected to be a subject matter expert in areas of pharmacy knowledge as well as call center operations.

Duties will include, but are not limited to, answering incoming calls, and making outgoing calls for members or

their representative and assisting members with inquiries through other media platforms (fax, web, e-mail)

Your role in our mission

•    Remain compliant with all PHI protocols and requirements including the handling of company confidential data according to policy and guidelines. Adheres to existing security

policies and procedures.

•    Provide a positive experience when communicating with members
•    Appropriately document all inquiries received via phone, fax, or email for members

•    Follow standard operating procedures to receive incoming calls and use learned knowledge and resources to resolve the call on initial contact

•    Provide a high level of customer care with our members and their representatives

•    Meet all department requirements, goals, and performance expectations

•    Complete all tasks assigned within regulatory guidelines

•    Actively identify areas of inefficiencies and provide innovative suggestions to leadership to keep processes current

•    Complete any additional job-related tasks as requested

•    Identifies, prioritizes, and resolves some issues independently, and escalates more complex questions or issues appropriately. 

What we're looking for

•    Must be at least 18 years of age

•    High school diploma or GED required

•    2 years of relevant experience in a healthcare call center setting preferred

•    Familiarity with medication names and medical terminology

•    General computer knowledge including Microsoft Office, use of the internet, and email is required

•    Ability to learn quickly, solve problems, and make decisions with minimal supervision

•    Ability to adapt and work collaboratively in a fast-paced, production environment

•    Willingness to work a flexible schedule to accommodate peak volume times

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