All the benefits and perks you need for you and your family:

•           Benefits from Day One
•           Paid Time Off from Day One
•           Career Development
•           Whole Person Wellbeing Resources
•           Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

Shift: Monday – Friday, 11:45am – 8:15pm

Location: 5050 Wesley Rd Apopka, FL 32712 (This position will be remote after successful completion of 90 days onsite training)

The role you’ll contribute:

The Customer Service Call Center representative performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Duties include answering high volume of phones, extensive data entry, compiling, reconciling and maintaining records and prescriptions for the Pharmacy. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered pharmacy technician.

The value you’ll bring to the team:

• Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction
• Exhibits tact and consideration with other staff and customers. Maintains a professional atmosphere in the work area.
• Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity
• Answers phone within 4 rings, does not leave patient on hold more than 5 minutes and offers to call back patient if patient will be left on hold while researching a request
• Meets call center goals as assigned on a monthly basis to achieve appropriate handle ratio, total call volume answered, minimal Not Ready time, etc.
• Understands the prescription plan thoroughly and communicates with customers or physician’s offices any questions regarding prescriptions, step therapy/prior authorization processes, price quotes, and high cost generic medications.
• Maintains an awareness of pop-ups and reads and follows through with all necessary actions. Plays a role in maintaining effective records, deleting any old notes that are no longer needed and adding new relevant information to the patient’s profile to be communicated to the entire staff as necessary.
• Follows guidelines when faxing refill requests and sending electronic requests to physician’s offices
• Leaves adequate and understandable notes in the member’s profile for any issue that needs to be communicated to other staff members
• Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.
• Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method.
• Researches each prescription follow-up completely by verifying member’s address, checks shipping date, reviews member’s profile for any communication notes, provides delivery confirmation information if requested
• Disengages the angered caller and converts a negative communication to a positive and helpful exchange before alerting the Call Center Supervisor for a call back
• Completes work in a timely manner and prioritizes and plans work activities. Demonstrates accuracy and thoroughness with data and manages competing demands
• Communicates with team and supervisor regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate

Qualifications

The expertise and experiences you’ll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

•          High School Diploma or equivalent
•          2 years previous customer service experience
•          Accuracy and attention to detail for long periods of time; excellent organization skills.
•          Must be able to multitask efficiently with other assigned duties and be ready to accept calls with calm demeanor
•          Individual must have excellent customer service skills, inter-personal skills, communication skills, accuracy, and the ability to follow up.
•          Use of telephone, Bluetooth headset and multipurpose copier/fax.
•          Basic proficiency skill set in MS Office: Word, Excel and Outlook

EDUCATION AND EXPERIENCE PREFERRED:

•          Previous experience in call center, mail-order, medical or healthcare related area

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

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