Patient Services Representative

Patient Services Representative I

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

A Patient Services Representative I will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/patients might face with accuracy and efficiency. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Role and Responsibilities

• Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx's policies and procedures for the release of information
• Troubleshoots pharmacy claims submission and documents calls in the ticketing system
• Provides clinical call support for prior authorization-related calls and documents in the ticketing system
• Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately
• Escalates incoming customer service calls when needed to the appropriate party for resolution
• Assist with keeping the pharmacy outreach queues up to date
• Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience.
• Cross-department support with projects as needed
• Will be required to provide after-hours support on a rotational basis with other team members
• Other duties as assigned

Qualifications and Education Requirements

• High School Diploma or GED required
• A current Pharmacy technician license or certification required, in good standing, from at least one state.
• A Minimum of 2 years' experience providing excellent customer service, preferably in a call center, pharmacy or healthcare setting
• Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
• Excellent communication skills
• Excellent customer service skills to maintain LucyRx's high standard of patient service
• Adaptable and work well in a fast-paced environment, multitasking while keeping focus on the customer
• Flexibility to work different shifts (including evenings, weekends, or holidays)

Preferred

• Bachelor's Degree in a related field
• Pharmacy, PBM or Healthcare experience
• High volume call center experience, servicing patients or members with healthcare needs

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates a computer, mouse, keyboard, and occasionally other standard office equipment, such as a printer, copier, and phone.

What We Do

LucyRx is an independent, next-generation pharmacy benefits manager (PBM) transforming how healthcare works. We're fixing what's broken in the PBM industry by putting people first and challenging outdated norms. For too long, traditional PBMs have prioritized profit over patients, and we believe that's just plain wrong. LucyRx offers bold, innovative solutions powered by LucyIQ, our proprietary AI platform, to deliver actionable insights that lower costs, improve care, and simplify prescription management. While we're new to the PBM space, LucyRx is built on decades of leadership experience and a commitment to meaningful change. We're a nimble, remote-first team with a bold mission to redefine pharmacy benefits—and we're just getting started.

What It's Like to Work at LucyRx

At LucyRx, we're a fast-moving team dedicated to making healthcare simpler, fairer, and more effective. Joining us means being part of a dynamic, mission-driven group that works collaboratively to challenge outdated industry practices and redefine what's possible in pharmacy benefits. We value accountability, innovation, and a relentless focus on making an impact. Here, you'll find a supportive culture that encourages you to bring your whole self to work, share bold ideas, and grow alongside smart, driven colleagues who are passionate about fixing the PBM industry. If you're ready to roll up your sleeves and make a real difference, we'd love to have you on our team.