GENERAL SUMMARY:

Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Triages and forwards phone calls to the appropriate Hubs or RN for follow-up.

• Promptly and accurately confirms all patient demographic and nature of the calls.

• Ensures entry of demographic and operations information into the electronic medical record.

• Assists with ensuring the timely and accurate coordination of triaging calls.

• Completes new patient enrollments over the phone and triages the request to appropriate department.

• Communicates with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments.

• Greets and provides assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy.

• Provides exceptional customer service in resolving problems with access to services, complaints, etc

  This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and duties. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described above.

  EDUCATION/EXPERIENCE REQUIRED:

• Requires high school diploma or G.E.D. equivalent. Associates degree preferred.

• Requires computer proficiency, the ability to accurately type, and working knowledge of Microsoft Office. Experience with Outlook preferred.

• Requires strong organization skills, and the ability to adapt rapidly to changing priorities and tasks.

• Previous pharmacy experience or office/administrative support experience preferred.

Additional Information

• Organization: Community Care Services

• Department: Pharmacy Advantage Rochester H

• Shift: Day Job

• Union Code: Not Applicable

  Additional Details

  This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan. With 33,000 valued team members, Henry Ford is also among Michigan’s largest and most diverse employers. Our superior care and discoveries are powered by nearly 6,000 physicians, researchers and advanced practice providers. Learn more athenryford.com.

Benefits

Whether it's offering a new medical option, helping you make healthier lifestyle choices or making the employee enrollment selection experience easier, it's all about choice. Henry Ford Health has a new approach for its employee benefits program - My Choice Rewards. My Choice Rewards is a program as diverse as the people it serves. There are dozens of options for all of our employees including compensation, benefits, work/life balance and learning - options that enhance your career and add value to your personal life. As an employee you are provided access to Retirement Programs, an Employee Assistance Program (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.