It's fun to work in a company where people truly BELIEVE in what they're doing
We're committed to bringing passion and customer focus to the business.
A Patient Services Representative I will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/patients might face with accuracy and efficiency. The successful candidate will be able to accept ownership for effectively solving patient issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.
Role And Responsibilities
- Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx’s policies and procedures for the release of information
- Troubleshoots pharmacy claims submission and documents calls in the ticketing system
- Provides clinical call support for prior authorization-related calls and documents in the ticketing system
- Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately
- Escalates incoming customer service calls when needed to the appropriate party for resolution
- Assist with keeping the pharmacy outreach queues up to date
- Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience.
- Cross-department support with projects as needed
- Will be required to provide after-hours support on a rotational basis with other team members
- Other duties as assigned
Qualifications And Education Requirements
- High School Diploma or GED required
- A Minimum of 1 year experience in a customer service role, preferably in a call center, pharmacy or healthcare setting
- Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
- Excellent communication skills
- Excellent customer service skill