Customer Support Representative

Customer Support Representative

The Customer Support Representative is responsible for supporting the pharmacy and member help desk call center function of the company in accordance with Script Care, Ltd. policies and procedures. This position will be responsible for providing timely, knowledgeable and courteous resolution and responses to pharmacy, member and product related inquires. This role requires the maintenance of exceptional professionalism and customer service standards that Script Care, Ltd. has attained within the pharmacy benefit management industry. The Customer Support Representative will report directly to the Customer Support Manager.

Work with Customer Support Manager to set goals and objectives

Handle inbound calls regarding plan inquires and documentation regarding pharmacy issues from members, clients, providers, pharmacies, and other inquiries

Provide timely responses to routine inquiries on multiple products from members, providers, pharmacies, and employer groups

Enter data accurately and timely into industry software

Adheres to confidentiality, state, federal and HIPPA laws and guidelines regarding patient information; including internal and external correspondence

Ensure that customer service performance standards and guarantees are met

Utilize various company databases to access member information

Abide by all rules, regulations and policies set forth by SCL

Assist and support other duties as determined by the Customer Support Manager and the Quality Assurance Director

High school diploma or equivalent; college degree preferred

Customer service and inbound call center experience required

Pharmacy Technician certification helpful

Proficient in Microsoft Office suite and industry related software programs

Proven ability to build relationships; must be service oriented

Excellent verbal and written communication skills, internally and externally

Pharmacy and/or Healthcare experience preferred, especially in a call center setting

Demonstrated ability to analyze situations and resolve issues in a timely manner

Able to work independently and collaboratively with other SCL personnel

Bilingual in Spanish/English advantageous

Must be able to work flexible hours pursuant with industry demand

High attention to detail and able to work in a fast-paced environment

In-office position Mon-Fri 9AM - 6PM with an occasional Saturday.