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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.



  • 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



  • 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


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

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