Pharmacy Customer Associate II - BioPlus Specialty Pharmacy

Pharmacy Customer Associate II - BioPlus Specialty Pharmacy

Hours: 8:30 am - 5 pm or 11 am - 7:30 pm EST

Location: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

BioPlus Specialty Pharmacy is a proud member of the Elevance Health family of companies. BioPlus offer consumers and providers an unparalleled level of service that's easy and focused on whole health. Through our distinct clinical expertise, digital capabilities, and broad access to specialty medications across a wide range of conditions, we deliver an elevated experience, affordability, and personalized support throughout the consumer's treatment journey.

The Pharmacy Customer Associate II will be responsible for responding to moderately complex customer questions via telephone and written correspondence regarding pharmacy retail and mail order prescriptions.

How you will make an impact:

• Develops and maintains positive customer relations and coordinates with functions within the company to ensure customer requests are handled and resolved appropriately and in a timely manner.
• Interacts with internal and external customers (could include subscribers, providers, group or benefit administrators, physician offices, third-party representatives, and other Blue Cross Plans) to provide claims, customer service, and/or membership support.
• Responds to client issues via telephone and written correspondence regarding insurance benefits member, provider contracts, eligibility, claims, etc.
• Completes necessary research to provide proactive, thorough solutions.
• Displays ownership of service requests ensuring high-quality resolution and follow-thru.
• Supports and guides the customer with their personal options and decisions and helps the customer become knowledgeable and confident about using technology, tools, and resources available to them.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

Minimum Requirements:

• Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

• Specialty Pharmacy experience.
• Pharmacy and Medical claim research experience.
• Copay card and/or manufacturing experience.
• Call center experience.
• General knowledge of company pharmacy services, products, insurance benefits, contracts, and claims preferred.