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Patient Care Advocate
Dublin , OH 43017
Posted 2 months ago
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Job Description Summary
Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Work to research and resolve problems in a timely manner. Assist members in understanding and maximizing the use of their pharmacy distribution program. Use computerized system to gather information and respond to questions. Document issues and resolutions in a common database. Escalate issues as necessary.Handle inbound and outbound member, provider and physician calls. Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safetyOther duties as needed.
RequirementsHigh school diploma or GED required1 year of relevant experienceGeneral PC knowledge including Microsoft Office and InternetExcellent verbal presentation and communication skillsAbility to handle challenging customers in a professional mannerAbility to adapt in a dynamic work environmentLearns quickly, solve problems and make decisionsWillingness to work a flexible schedule for peak call times
Medical, dental, vision, 401K, PTO