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Client Support Representative

2 months ago

Fargo, North Dakota, United States Thrifty White Pharmacy Full time
Position Overview

PRIMARY OBJECTIVE:
Deliver outstanding customer support as the primary liaison for pharmacies through various communication channels. Utilize Thrifty White technology to thoroughly investigate and resolve inquiries as presented by clients and pharmacy staff, including but not limited to processing claims, submitting authorization requests, organizing data, and supporting all corporate initiatives.

KEY RESPONSIBILITIES:

  • Provide exceptional service to clients and pharmacies via phone, email, and written correspondence.
  • Address all facets of client or pharmacy concerns, including investigating billing inquiries, processing claims, completing authorization requests, and handling payment information. If immediate resolution is not feasible or further investigation is required, ensure timely follow-up.
  • Prepare and structure data to support corporate programs and processes.
  • Review current client billing options and facilitate appropriate payment for medications.
  • Follow up on authorization requests, communicating outcomes to relevant parties as necessary.
  • Verify client information to ensure account accuracy and compliance with regulations.
  • Confirm demographic details and document any allergies.
  • Investigate and resolve private pay account balances, including billing to facility accounts or third-party insurance, and establishing payment plans.
  • Utilize various resources as needed to complete billing processes.
  • Invoice clients as necessary for copays and non-covered items to ensure payments are received and recorded.
  • Document actions taken and maintain correspondence as appropriate to client accounts.
  • Collaborate with coordinators and management to assist in enhancing these processes.
  • Maintain confidentiality of all client information, adhering to regulatory guidelines and company policies.
  • Assist with special projects as required by coordinators and management.
  • Continuously learn and adapt to new and evolving technologies.
  • Exhibit flexibility as job roles and responsibilities evolve with the environment.
  • Maintain a professional appearance in accordance with company standards.
  • Perform maintenance tasks that support services to clients.

MINIMUM QUALIFICATIONS:
Education, Experience, Skills, and Abilities:

  • High school diploma or GED equivalent; or any combination of education and experience demonstrating the ability to perform the role. Basic knowledge of business mathematics is required. Courses in communications or public relations are advantageous. Preferably one year of experience in a similar role requiring sales and customer service skills.
  • Excellent verbal and written communication skills, including the ability to engage with clients, accounts receivable team members, internal and external partners, and management.
  • Strong follow-through to ensure tasks are completed accurately and client concerns are addressed promptly.
  • Familiarity with insurance processing is beneficial. If lacking, must be willing to quickly acquire and apply new knowledge.
  • Moderate computer proficiency, including Word, Excel, and Outlook.
  • Ability to:
    • Troubleshoot and resolve issues using all available tools and resources before escalating.
    • Operate telecommunication and document processing equipment.
    • Prioritize, multitask, and manage workload effectively.
    • Handle challenging situations and difficult clients in a courteous and professional manner.
    • Maintain effective working relationships with specialists and management.
    • Uphold confidentiality.
    • Must maintain a clear record without exclusions, sanctions, or debarments with regulatory bodies at the time of hire and on an ongoing basis.