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Customer Care Pharmacy Technician - FULLY REMOTE POSITION- DFW TX Residents Only ID-10646


Primary responsibilities of the Customer Care Representative (CCR) are to answer pharmacy customer inquiries and/or resolve issues/concerns in order to support customers. This position ensures that all calls received from customers are handled promptly, efficiently, and accurately to ensure quality services are provided to Heritage customers.



ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Some of these job duties may be specific to individuals and may not be required at all or any time. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

  • Confer with customers by telephone or in person to provide information about products and services.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of investigation results.
  • Meet customer satisfaction targets and performance goals as set by supervisor.
  • Handle medium to large call volumes on a consistent basis.
  • Have the ability to respond to customers via phone or internet.
  • Handle authorizations and overrides for emergent fill medication for veterans as well as Marshal inmates.
  • Generate faxes and emails.
  • Update requested doctors to POC lists.
  • Update requested formulary changes.
  • Set-up and update of new clinic for the VA.
  • Assisting Account Managers with new pharmacy USM detainee RX program.
  • Medical claim questions.
  • Contact jail facilities to get verification on inmates.
  • USMS support (eligibility, PA's, and record changes). Clarify information on formulary for the VA.
  • Handle prior authorizations from VA Pharmacy and rejections from retail pharmacy.
  • Training of new staff.
  • Perform other job related duties as assigned.



POSITION QUALIFICATIONS
Competency Statement(s)





PREFERRED SKILLS & ABILITIES



Education: High School graduate - required;


Experience: One to three years related experience in a pharmacy environment or pharmacy customer service center.

Computer Skills: Microsoft Office Suite: Word, Excel, PowerPoint; Microsoft Outlook


Certificates & Licenses: (CPhT) TX - Pharmacy Technician Certification required at hire.

Preferred Skills: Ability to fluently speak, read, and write in English. Bilingual (Spanish) is a plus but not required. A thorough, dependable, detail-oriented approach to work with excellent communication skills. Ideal candidate must possess attentive listening skills and the ability to provide a high level of customer service experience. Knowledge of pharmacy services preferred. Knowledge of Federal section healthcare preferred. Demonstrated ability to work with a team of colleagues who represent a diversity of work and conflict resolution styles.

 

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