Experienced Customer Service Representative

1 month ago

Kennedy Space Center, United States EmpiRx Health Full time
Who We Are:
EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results.

What We Do:
We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do-and our population health solution delivers tailored strategies for our clients.
Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health's pharmacists and client management teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

Who We're Looking For:

EmpiRx Health is in unprecedented growth, and we're seeking a highly skilled and experienced Customer Service Representative. In this critical role, you will ensure exceptional customer service and satisfaction.

We are looking for someone who possess the following qualities:

Customer Focus: Demonstrate a solid commitment to customer satisfaction by addressing inquiries promptly and professionally. Build positive relationships with customers by understanding and meeting their needs.

Accountability: Take ownership of customer issues and follow through to resolution. Ensure all interactions are logged and tracked accurately in our system.

Resilience: Maintain composure and stay positive under pressure. Adapt to changing situations and handle challenging interactions with patience and tact.

Emotional Intelligence: Display empathy and understanding when dealing with customers. Recognize and respond appropriately to the emotions of others.

Digital Awareness: Utilize digital tools and platforms efficiently to manage customer interactions and improve service delivery. Stay updated on new technologies and software relevant to the role.

Communicative: Communicate clearly and effectively with customers via phone, email, and chat. Ensure all information provided is accurate and easy to understand.

Problem Solving: Identify and resolve customer issues swiftly and efficiently. Think critically to provide solutions that meet customer needs and improve overall service quality.

If you are a highly motivated Customer Service Representative with a strong background in Customer Service, and you are passionate about making a meaningful impact in the healthcare industry, we encourage you to apply.

What You'll Do:
  • Receive and respond to all customer inquiries via phone, fax, mail, e-mail, etc., in a 24x7 (365) call center environment with rotating shifts.
  • Leverage the appropriate system and/or other reference materials to complete the verification process.
  • Initiate the investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
  • Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental processes.
  • Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow-up.
  • Follow up on unresolved issues promptly, escalating call trends to management.
  • Deliver a five-star customer service experience while meeting quality and production standards.
What You Need:
  • 3 years of related experience
  • High School Diploma/GED required
  • Reliable Internet and phone for off-hour shifts
  • Clear and effective verbal communication skills
  • Strong listening skills to understand customer needs and concerns
  • The ability to empathize with customers and demonstrate patience
  • Calm and composed demeanor while handling customer issues
  • Flexibility to adapt to changes in procedures, products, or requirements
  • Pharmacy Technician experience preferred
  • Ability to work 5 days in the office.
  • Prior experience working in an in office setting preferred.
Why Join Us:
  • EmpiRx Health is on an extraordinary journey where excellence meets innovation.
  • We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
  • You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
  • We offer a generous and competitive benefits package.
  • You will share in the company's success through our discretionary bonus program.


EmpiRx Health is an Equal Opportunity Employer
EmpiRx Health is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
All employment decisions are based on business needs, job requirements, and individual qualifications. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. EmpiRx Health celebrates diversity and is committed to creating an inclusive environment for all employees.

Your career at EmpiRx Health awaits - join us in shaping the future of excellence in healthcare.

**No recruiters, please**

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