Representative I

Wilkes-Barre, PA 18706

Posted: 03/22/2019 Category: Customer Service Job Number: 25271
Position Summary:
  • This position involves extensive member contact via the telephone.
  • Handles inbound/outbound calls from participants and/or prescribers when needed to start and process order requests.
  • Ability to research and investigate orders.
  • Research issues sent by Customer Care, Account Managers, internal customers and Quality Assurance relative to the customer service experience.
  • Notifying requestor of decisions, changes, or other relevant information pertaining to request/inquiry.
  • Responsible for researching and resolving payment issues.
  • Call to offer a direct sale of medications to participants and posting payments to the proper account.
  • Perform required transactions to complete mail order prescriptions. Follow through on standard operating procedures, problem-solving and troubleshooting within guidelines.
  • Ability to work under strict turn-around-times.

  • PC skills in Windows-based applications.
  • Advanced verbal/written communication skills.
  • Team-oriented, customer service focused and able to identify process improvements.
  • The position may require working an occasional Saturday and or Sunday shift.
  • Responsive, reliable and able to express assurance/confidence.
  • Ability to express empathy and professionalism.
  • There may be the possibility of working from home depending on several factors including site location, employee performance, department need, as well as other criteria.
  • Ability to understand the audience you are writing to Analytical problem-solving skills.
  • Demonstrate strong research skills with the ability to evaluate, focus on the problem and find the resolution.
  • Understand the importance of timely work and effective planning.
  • The clear understanding companyvalues and importance of customer satisfaction.
  • Prioritizing and organizing workload in adherence to deadlines.
  • Desire and aptitude to assist a customer with escalated concerns and provide final resolutions.
  • Ability to respond to escalated concerns in a calm and professional manner in attempts to prevent further escalations.
  • Ability to multi-task with strong time management skills.
  • High School diploma or GED.
For more information on this position, please contact our office at 877-782-3334.

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