Customer Care Representative - FULLY REMOTE POSITION

Job Description

Job Description

POSITION SUMMARY - Only local Dallas, Texas residents will be considered.
This is a remote position from home. There is an minimum initial 2-3 weeks training period to be completed in person, in office before going fully remote.

**Pay Range: $20.00 to $22.00 per hour - DOE**
** Must be willing to work full-time (40 hours a week) .
** 40 hours per week could include hours from the following shifts: 6am-3pm, 8am-5pm, 9am-6pm, 11am-8pm and 1pm -10pm** and some Saturday and Sundays shifts on a rotating schedule within the department.

POSITION SUMMARY

Primary responsibilities of the Customer Care Representative (CCR) are to answer pharmacy customer inquiries and/or resolve issues/concerns in order to support customers. This position ensures that all calls received from customers are handled promptly, efficiently, and accurately to ensure quality services are provided to Heritage customers.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Some of these job duties may be specific to individuals and may not be required at all or any time. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Confer with providers by telephone or in person to provide information about products and services.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve provider’s problems.
• Contact providers to respond to inquiries or to notify them of investigation results.
• Meet customer satisfaction targets and performance goals as set by supervisor.
• Handle medium to large call volumes on a consistent basis.
• Have the ability to respond to customers via phone or internet.
• Utilize multiple systems to research medical claim statuses and patient eligibility on behalf of providers.
• Generate faxes and emails.
• Answer general medical claims program questions when contacted by providers.
• Communicate with account management staff and others to research and resolve issues with claims processing.
• Training of new staff.

• Perform other job related duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Accuracy/Quality - Accuracy looks at the extent to which an individual’s work is correct and error free within company policies and guidelines.
• Attendance - Faithfulness in coming to work daily and conforming to scheduled work hours.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Job Knowledge - Knowledge of job and policies/procedures that apply to one's job.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Judgment - The skill of judgment looks at the ability of the individual to form sound opinions or make decisions by evaluating available information.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Empathetic - Ability to appreciate and be sensitive to the feelings of others.
  

PREFERRED SKILLS & ABILITIES

Education: High School Degree required.

Experience: One to three years related experience in a medical environment or customer service center preferred.

Computer Skills: Microsoft Office Suite: Word, Excel, PowerPoint; Microsoft Outlook.

Certificates & Licenses: Pharmacy Technician Certification preferred but not required.

Preferred Skills: Ability to fluently speak, read, and write in English. Bilingual (Spanish) a plus. A thorough, dependable, detail-oriented approach to work with excellent communication skills. Ideal candidate must possess attentive listening skills and the ability to provide a high level of customer service experience. Knowledge of pharmacy services preferred. Knowledge of Federal healthcare preferred. Demonstrated ability to work with a team of colleagues who represent a diversity of work and conflict resolution styles.