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RICHMOND- Customer Service

Req #: CNX00035191
Location: Richmond, VA US
Job Category: Agents

Handle customer service inquiries from members, providers, physicians, pharmacists 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.

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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 guidelines
  • Other duties as needed

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QUALIFICATIONS:

  • High School Diploma/GED is a must
  • Requires 1 year call center experience or a minimum of 2 years’ customer service experience in a non-call center environment
  • General knowledge of windows-based applications and web technology
  • Excellent verbal and written English communication skills
  • Must be able to pass the required drug screening and background check onsite.

Please send resumes to Arika.Aerts@Concentrix.com

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Concentrix is an Equal Opportunity, Affirmative Action Employer We thank all applicants however, only those under consideration will be notified.

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