Patient Care Advocate - UBC

Schedule: Full-time

Job ID: REQ20005119

JOB SUMMARY

Handle customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Work to research and resolve problems in a timely manner.  Assist members in understanding and maximizing the use of their pharmacy distribution program.  Use computerized system to gather information and respond to questions.  Document issues and resolutions in a common database.  Escalate issues as necessary.

ESSENTIAL FUNCTIONS

• Handle inbound and outbound member, provider and physician calls.  Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
  


• Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
  


• Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
  


• Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs
  


• Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety
  


• Other duties as needed.

QUALIFICATIONS

• High school diploma or equivalent and up to 1 year of relevant working experience


• 1 year of relevant experience


• General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills


• Ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions; Willingness to work a flexible schedule for peak call times