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Customer Service Representative I

2 months ago

Milwaukee, United States SERVE YOU RX Full time

Pay: $18-20/hr

Hours: Mon-Fri, alternating weekends

Are you looking for a positive workplace culture, a training program that prepares you for success, and the career advancement opportunities that allow you to shine? This full-time in office position offers a predictable 40 hours per week work schedule with a rotation of working some nights and weekends. Pharmacy experience, inbound call center and/or customer facing experience is preferred.

**What You?ll Do**:
As the Customer Service Representative, you will be:

- Providing prompt, accurate responses to mail order prescription questions to include taking prescription refill orders, checking on the status of prescription refills or transfers, and educating members on how to use the mail order benefit.
- Accurately answering and tracking primarily routine and some non-routine inbound calls established by Serve You Rx service level performance metrics while adhering to HIPAA guidelines and other policies and procedures. Make some outbound calls.
- Enrolling new members in the pharmacy management system by creating and updating member profiles. This includes entering information such as name, address, contact information, allergy, health conditions, and payment information.
- Entering and updating member profile data for new, refill, and transferred prescriptions into the pharmacy management system. This includes accurately creating orders, obtaining information for transfer requests, processing payments for orders, and other administrative tasks.
- Using the IRMA (Incident Resolution Management & Analysis) database, accurately document and code calls that require follow-up or may involve potential issues related to mail order prescriptions.
- Identifying and promoting Serve You Rx mail order pharmacy services that a member may not be using.
- Accurately working assigned queues for payment inquires and new prescription requests by completing prescriber/member outreaches electronically or via fax, filing prescriptions, folding patient letters, and performing other administrative tasks as assigned.
- Escalating complex or unresolved customer situations to the CSR III as required.
- Performing other duties as assigned.

**Qualifications**:

- High school diploma or GED.
- 6 months experience in a related customer facing environment such as customer service, retail or other customer facing office/clerical
- Previous inbound call center experience in employee benefits, pharmacy/prescription drugs, or similar experience preferred.
- Previous pharmacy or pharmacy benefit manager experience preferred.
- Previous computer experience and basic MS Office Professional experience preferred.
- An active and valid Certified Pharmacy Technician license, licensed through the Pharmacy Technician Certification Board (PTCB) that is in good standing with no restrictions preferred.

**Why Serve You Rx?**

Serve You Rx is a full-service pharmacy solutions provider based in Milwaukee, Wisconsin. We specialize in pharmacy benefit management, mail order services, and specialty medication management. For more than 36 years, Serve You Rx has been collaborating with benefit advisors, third-party administrators, and employers to design and deliver strategies that reduce prescription drug costs and improve consumer access to affordable and clinically appropriate medication therapies. Serve You Rx is privately held, and our owned assets include our Specialty Pharmacy, mail order pharmacy, and member services call center.

The company offers generous benefits to include: medical (HMO and PPO), dental, vision, 401k, HSA, identity theft and legal coverage, pet insurance, paid parental leave, and 16 days of paid time off in your first year. Serve you Rx?s onsite location is a newly remodeled and clean facility, has easy on/off freeway access, plenty of free surface parking directly outside our facility doors, scenic walking trails, a wide variety of restaurants and shopping nearby, and food trucks in the park when weather permits.

Serve You Rx provides additional training and resources and will pay for employees to obtain and maintain their Pharmacy Technician Certification (CphT) through the Pharmacy Technician Certification Board (PTCB). In doing so employees can further advance their career with us and earn additional income.