FIND YOUR FUTURE
We'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.
Overview
The 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.
Qualifications
High 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 Accountabilities
Place 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 position
Hiring Compensation Range: $19.00 hourly
Compensation 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, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.
As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here (http://www.independenthealth.com/about/careers/additional-eeo-aap-information) for additional EEO/AAP or Reasonable Accommodation information.
Current Associates must apply internally via the Job Hub app.
The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.
Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you're part of something special, in your work and in the community.
We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.
We are committed to doing what matters most - reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here (http://www.independenthealth.com/about/community-report) to view our Community Reports.
Apply today and join us on the journey to a happier, healthier, and more inclusive community.
We are a drug-free workplace. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: accommodations@independenthealth.com or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.
Please note, we do not accept unsolicited resumes. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.
