Call Center/Customer Service - Full-time / Part-time

Top Three Skills:

• Call center
• Customer service
• Healthcare

Job Description:

• Employees will be responsible for entering Member and Prescriber Profiles for incoming new prescriptions or refill requests
• Review orders for payment queues/ payment issues and updating the systems with accurate information
• Extensive member and prescriber contact will be required
• We are looking for individuals with helpful and friendly personalities to add to our growing team.
• Works with participants, prescribers and/or internal personnel relative to customer service concerns, requests and/or placing orders via telephone, email and fax
• Assembles comprehensive detail of events, identifies gaps in service and processes
• Responsible for answering request in a timely manner as wells as proper detailed keeping of all records regarding any participant/prescriber interaction
• Ability to work in a fast paced call center work environment, problem solving and troubleshooting skills
• Ability to work under strict turn-around-times
• Resolve tasks via PeopleSafe Resolution Manager and various database calls
• Ability to work production queues via LINKS
• Handles inbound/outbound calls from participants and/or prescribers when needed to process order requests
• Effectively defuse customer escalations and resolve issues with their prescription benefits utilizing the available resources, databases and references to perform the required task
• Ability to research and investigate orders that cannot be identified in our database obtaining any necessary missing information
• Partner with other departments for timely resolution of requests/inquiries to include pharmacy, shipping, customer care, finance, claims processing and eligibility
• Following up on requests to ensure they were handled appropriately and in a timely manner
• Assists in other queues outside of normal work area where cross-trained
• Meets or Exceeds department performance standards including productivity, quality and attendance

Work Environment:

• Healthcare Environment
• Call Center

Hours:

• Training: - 2 weeks of Monday - Friday - 7:00 - 3:30
• Business Hours of Operation = 6AM - 4:30PM (M-F) with Saturday rotation - these hours will move 1 hour later when the time changes in November

Qualifications:

• Responsive, reliable, and able to express assurance/confidence
• Ability to express empathy and professionalism
• PC skills in Windows-based applications
• Advanced verbal/written communication skills
• Team-oriented, customer service focused, and able to identify process improvements
• College BA Degree Field, Management, Communication
• The position may require working an occasional Saturday and or Sunday shift
• There may be the possibility of working remotely and this will require a secure room free from noise and distractions, with a closing door and ergonomic-friendly work area (e.g., desk, chair)
• Will also require the ability to work independently, with minimal direct supervision, trouble-shoot minor system issues and effectively use Office Communicator, email, chat and other social media
• Working remotely will require an internet connection and phone line

Education:

• High School Diploma or GED required

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.