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Client Advocacy and Support Specialist
2 months ago
Position Summary
The ideal candidate will demonstrate outstanding customer service abilities, strong communication skills, and the capacity to collaborate effectively within a team environment. Additionally, the candidate must be capable of working autonomously while managing multiple tasks and prioritizing responsibilities. The Client Advocacy Specialist will handle inquiries from pharmacies, members, and clients, providing precise information or assistance by utilizing internal systems. This role also involves resolving issues related to pharmacy claims submissions and documenting all interactions while addressing routine questions regarding various products.
KEY RESPONSIBILITIES
- Making and receiving calls as necessary to fulfill assigned responsibilities.
- Practicing active listening with callers, confirming or clarifying details, and de-escalating frustrated clients when required.
- Establishing enduring relationships with clients and fellow team members based on trust and dependability.
- Effectively using software, databases, scripts, and tools as needed.
- Aiming to meet or surpass call center performance metrics while consistently delivering exceptional customer service.
- Participating in training sessions and other educational opportunities to enhance knowledge of the company and the role.
- Complying with all organizational policies and procedures.
- Responding to incoming inquiries from customers regarding benefit eligibility and prescription status.
QUALIFICATIONS AND SKILLS
- High School Diploma or equivalent.
- Experience in customer service or inbound call center roles.
- Prior experience with a Pharmacy Benefit Manager (PBM) or health insurance provider is preferred.
- Exceptional customer service, active listening, and both verbal and written communication skills, along with a professional phone demeanor.
- Comprehensive understanding of company products, services, and policies.
- Proficiency in computer usage, particularly with PBM software, and strong typing capabilities.
- Excellent time management and decision-making abilities.
- Proficient in Microsoft Office and relevant industry software applications.
- Strong verbal and written communication skills.
NOTE TO RECRUITMENT AGENCIES: AdvoPath Health LLC and its affiliates do not accept unsolicited agency resumes. Please refrain from forwarding resumes for any of our job postings, to our careers sites, or to any employees of AdvoPath Health LLC or its affiliates. We are not liable for any fees associated with unsolicited resumes.
