Customer Service Representative - MTM

Independent Health • Buffalo, NY • 12h ago

FIND YOUR FUTUREWe're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.OverviewThe Customer Service Representative will utilize customer service skills to outreach to MTM-eligible Medicare Part D members to explain the MTM program and motivate them to schedule an appointment with a pharmacist. The Representative may also provide outreach to targeted members shown to have medication adherence concerns who require extra intervention and guidance. This individual is responsible for maintaining highly efficient pharmacists' calendars with appointments scheduled to maximize pharmacist time. They must maintain current member and provider demographic information by utilizing available internal systems as well as external communications.QualificationsHigh School diploma or GED required. Associates degree preferred.Prior experience and demonstrated success working in a customer service focused environment required, preferably in a health care setting.Excellent written and verbal communication and customer service skills, with emphasis on interpersonal skills.High proficiency in listening to and understanding needs of the customer. This includes consultation and negotiation skills to develop win-win outcomes with both internal and external customers.Ability to use personal computers and associated software applications - Microsoft Office and web-based platforms.Ability to multitask and change priorities as the need arises and manage time effectively.Proven examples of displaying the IH values: Passion, Caring, Collaborative, Respectful and Accountable.Essential AccountabilitiesPlace outbound calls to MTM-eligible members to explain the program and schedule appointments with an MTM pharmacist either over the phone or in person. Sales techniques should be used to motivate members to see the value of participation in the program.Prioritize call lists daily to determine who to best outreach to. This includes making situational adjustments as needed to maximize outcomes.Coordinate organization of multiple pharmacist calendars including frequent and sometimes last-minute changes.Triage inbound calls and emails from members, providers, and internal departments. This requires knowledge of various initiatives in the department to efficiently forward to appropriate personnel.Maintain current member and provider demographic information and update internal system accordingly. This involves member and location-specific verification to ensure all clinical recommendation correspondence is sent HIPAA-compliant.Perform targeted member medication reviews including reviewing medication profile and refill history. This includes outreach to predetermined members to discuss importance of taking certain medications and follow-up with providers and/or pharmacies to request medication refills.Assist pharmacists by researching location and caregiver authorization status of members.Perform other tasks to include, but not limited to: e-filing member mailing documents and verifying member enrollment information prior to scheduled appointments.Immigration or work visa sponsorship will not be provided for this positionHiring Compensation Range: $19.00 hourlyCompensation may vary based on factors including but not limited to skills, education, location and experience. In addition to base compensation, associates may be eligible for a scorecard incentive,

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