Customer Service Representative I
Company Overview:
Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. SelectRX, a subsidiary of SelectQuote, is prioritizing important population health initiatives focused on actively managed, high-touch patient experience by improving patient engagement and health literacy, simplifying the healthcare journey and facilitating better healthcare options through value-based partnerships. SelectRX is a high touch, technology-driven specialized medication management pharmacy. We engage virtually with patients to ensure accurate prescription records are maintained in order to achieve improved prescription drug adherence. SelectRX does this by providing a personalized clinical approach driven by a robust technology platform to track adherence with a world-class pharmaceutical packing and distribution facility.
About the Role:
The Pharmacy Customer Service Representative is one of the first lines of communication for our patients their family and caregivers healthcare providers and referral sources. The CSRI interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to non-clinical work and also answer general questions in regards to a patient’s service. This position assists with concerns as it relates to prescription refills informing patients of delivery status updating demographic and billing information receiving payments and addressing any other issues. Typical calls that can be initiated/ received by CSR I’s are: inbound calls outreach calls and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Essential Duties and Responsibilities: Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resourcesAssists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environmentAnswer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as needFollows up with customers or expediting calls to the appropriate channelsProvides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay informationIdentifying and resolving patient billing complaintsProcessing and posting credit card paymentsCorrect and resubmit claims to third party insuranceAccurate data entry of all patient demographic information insurance and prescription refills Resolution of insurance adjudication billing or medication fulfillment issuesCommunicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communicationProactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer serviceWhen necessary follows up with customers or expediting calls to appropriate channelsDocuments all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated.Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP ProgramEnters and retrieves data from the pharmacy operating systems and customer relationship management systemsMove accounts through patient lifecycle workflow Work special projects on an ad hoc basisSkills/Abilities: Service oriented high degree of interpersonal communication and organizational skillsHigh attention to detail quality problem solving and organizationDisplays a future-focused mindset aimed at bringing ideas and solutions to team challengesStrong analytical and critical thinking skillsDemonstrates appropriate written and oral communication skillsStrong team playerAbility to keep track of multiple tasksReliable outgoing and highly effective at relating to othersA professional attitude is a mustAbility to effectively interact with all levels of management associates clients and general publicIntermediate technology skills & the ability to multi-taskUnderstand and maintain confidentiality regarding patient medications and illnesses (HIPAA) Education and Experience: High school diploma or GED required0-1 years of experience requiredCustomer Service/Client Relations Experience preferredCall Center Experience preferredHome healthcare nurse/aide or as a pharmacy/medical technician experience helpful Physical Requirements: Work is performed indoors with potential for exposure to safety and health hazards related to office work.Prolonged periods of sitting at a desk and working on a computer. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.
Our Benefits:
The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.We are proud to offer the following benefits:Competitive Medical, Dental, and Vision InsuranceHSA/FSAVoluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term DisabilityVoluntary Life Insurance for Self, Spouse and DependentCompany-paid Basic Life Insurance and Long Term DisabilityRetirement plan and Employer match contribution with Profit ShareTuition Reimbursement programCompany perks and Discount programEngaging Wellness and Financial Education ResourcesEmployee Assistance ProgramIncentive Plans Base Hourly Minimum$18.00Base Hourly Maximum$18.00
Apply To This Job
Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. SelectRX, a subsidiary of SelectQuote, is prioritizing important population health initiatives focused on actively managed, high-touch patient experience by improving patient engagement and health literacy, simplifying the healthcare journey and facilitating better healthcare options through value-based partnerships. SelectRX is a high touch, technology-driven specialized medication management pharmacy. We engage virtually with patients to ensure accurate prescription records are maintained in order to achieve improved prescription drug adherence. SelectRX does this by providing a personalized clinical approach driven by a robust technology platform to track adherence with a world-class pharmaceutical packing and distribution facility.
About the Role:
The Pharmacy Customer Service Representative is one of the first lines of communication for our patients their family and caregivers healthcare providers and referral sources. The CSRI interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to non-clinical work and also answer general questions in regards to a patient’s service. This position assists with concerns as it relates to prescription refills informing patients of delivery status updating demographic and billing information receiving payments and addressing any other issues. Typical calls that can be initiated/ received by CSR I’s are: inbound calls outreach calls and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Essential Duties and Responsibilities: Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resourcesAssists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environmentAnswer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as needFollows up with customers or expediting calls to the appropriate channelsProvides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay informationIdentifying and resolving patient billing complaintsProcessing and posting credit card paymentsCorrect and resubmit claims to third party insuranceAccurate data entry of all patient demographic information insurance and prescription refills Resolution of insurance adjudication billing or medication fulfillment issuesCommunicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communicationProactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer serviceWhen necessary follows up with customers or expediting calls to appropriate channelsDocuments all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated.Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP ProgramEnters and retrieves data from the pharmacy operating systems and customer relationship management systemsMove accounts through patient lifecycle workflow Work special projects on an ad hoc basisSkills/Abilities: Service oriented high degree of interpersonal communication and organizational skillsHigh attention to detail quality problem solving and organizationDisplays a future-focused mindset aimed at bringing ideas and solutions to team challengesStrong analytical and critical thinking skillsDemonstrates appropriate written and oral communication skillsStrong team playerAbility to keep track of multiple tasksReliable outgoing and highly effective at relating to othersA professional attitude is a mustAbility to effectively interact with all levels of management associates clients and general publicIntermediate technology skills & the ability to multi-taskUnderstand and maintain confidentiality regarding patient medications and illnesses (HIPAA) Education and Experience: High school diploma or GED required0-1 years of experience requiredCustomer Service/Client Relations Experience preferredCall Center Experience preferredHome healthcare nurse/aide or as a pharmacy/medical technician experience helpful Physical Requirements: Work is performed indoors with potential for exposure to safety and health hazards related to office work.Prolonged periods of sitting at a desk and working on a computer. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.
Our Benefits:
The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.We are proud to offer the following benefits:Competitive Medical, Dental, and Vision InsuranceHSA/FSAVoluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term DisabilityVoluntary Life Insurance for Self, Spouse and DependentCompany-paid Basic Life Insurance and Long Term DisabilityRetirement plan and Employer match contribution with Profit ShareTuition Reimbursement programCompany perks and Discount programEngaging Wellness and Financial Education ResourcesEmployee Assistance ProgramIncentive Plans Base Hourly Minimum$18.00Base Hourly Maximum$18.00
Apply To This Job