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Client Support Representative

2 months ago

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

PRIMARY OBJECTIVE:
Deliver outstanding customer support as the primary liaison for pharmacies through various communication channels. Effectively utilize Thrifty White technology to thoroughly investigate and resolve inquiries from customers and pharmacy staff, which may include processing billing claims, submitting authorization requests, and supporting various company initiatives.

KEY RESPONSIBILITIES:

  • Deliver exceptional service to customers and pharmacies via phone, email, and written correspondence.
  • Address all facets of customer or pharmacy inquiries, including researching billing concerns, processing claims, and managing payment information. Ensure timely follow-up if immediate resolution is not feasible.
  • Organize and prepare data to support company programs and operational processes.
  • Review customer billing options and facilitate appropriate payment for medications.
  • Follow up on authorization requests, providing necessary updates to relevant parties.
  • Verify patient information to maintain account accuracy and compliance with regulations.
  • Document patient demographics and allergies accurately.
  • Investigate and resolve outstanding account balances, including billing to facilities or third-party insurers, and establishing payment plans.
  • Utilize available resources to complete billing processes effectively.
  • Invoice customers for applicable copays and non-covered items to ensure proper payment application.
  • Document actions taken and maintain correspondence related to customer accounts.
  • Collaborate with coordinators and management to enhance operational processes.
  • Uphold confidentiality of all patient information, adhering to relevant guidelines and company policies.
  • Assist with special projects as directed by management.
  • Continuously learn and adapt to new technologies and processes.
  • Exhibit flexibility as job responsibilities evolve with organizational needs.
  • Maintain a professional appearance in accordance with company standards.
  • Perform maintenance tasks that support patient services.

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

  • High school diploma or GED equivalent; or a combination of education and experience demonstrating the ability to perform the job. A working knowledge of business mathematics is required. Courses in communication or public relations are advantageous. A minimum of one year of experience in a similar role involving sales and customer service is preferred.
  • Exceptional verbal and written communication skills, with the ability to engage effectively with customers, team members, and management.
  • Strong follow-through skills to ensure tasks are completed accurately and customer concerns are addressed promptly.
  • Familiarity with insurance processing is beneficial; if lacking, a willingness to quickly acquire and apply new knowledge is essential.
  • Proficient computer skills, including knowledge of Word, Excel, and Outlook.
  • Ability to:
    • Diagnose and resolve issues using available tools and resources before escalating.
    • Operate telecommunication and document processing equipment.
    • Prioritize tasks, manage multiple responsibilities, and maintain workload efficiency.
    • Handle challenging situations and difficult customers with professionalism.
    • Foster effective working relationships with colleagues and management.
    • Maintain confidentiality of sensitive information.
    • Possess and maintain a clear record without exclusions or sanctions from relevant authorities.