XTN-0979987 | CUSTOMER SERVICE REPRESENTATIVE 2

Provides outstanding customer service to pharmacies, physicians, health plan sponsors, and their members, beneficiaries, or employees by responding to and resolving phone inquiries related to benefit information, claims adjudication, eligibility verification, prior authorization, and other PBM processes. Works under general supervision, relying upon instructions, work process guidelines, policies & procedures, and company knowledge/experience to perform the functions of the job. Extent of supervision ranges from close to moderate based upon demonstrated skill and performance levels as defined for the position. This position is part of a two level career path with progression opportunities described in the company's Core Service Career Path/Succession Planning Guidelines. 

The main responsibilities of a Customer Service Representative 2 include:

The main responsibilities of a Customer Service Representative 2 include:

•    Convey a Positive Image: Promptly respond to customer phone inquiries, determine appropriate actions to resolve issues, gather and provide information, and offer assistance to maintain a positive company image.
•    Meet Performance Standards: Deliver service that meets or exceeds department standards for Average Hold Time, Abandonment Rate, Talk Time, Quality, Adherence, and One-Touch Resolution.
•    Utilize Database Programs: Use multiple company database programs to research and resolve complex issues related to benefit information, claims adjudication, eligibility verification, prior authorization, and other PBM processes.
•    Use Tools for Escalation: Employ task routing functions, SalesForce.com, and other tools to escalate issues, request follow-up actions, or obtain assistance from other areas of the organization.
•    Educate Customers: Provide information about MedImpact’s roles and responsibilities, including override guidelines, benefit plan restrictions, prior authorization requirements, grievance and appeal processes, and other PBM functions.
•    Ensure Follow-Up: Follow up with callers to ensure customer satisfaction and timely responses to their requests.
•    Handle Difficult Situations: Diffuse irate or emotionally upset customers by listening to their issues, calming them, and offering positive solutions to resolve concerns.
•    Represent MedImpact Positively: Adhere to SMART processes and established procedures to represent MedImpact in a positive manner.
•    Support Department Strategy: Contribute to department goals by delivering excellent customer service through telephone courtesy, prompt responses, solution-oriented problem-solving, and adherence to call center scripts and guidelines.