Inbound Customer Service Representative
Provides inbound and outbound member support for a pharmacy benefits management company, resolving issues, explaining benefits, and protecting sensitive health information. Requires two or more years of call center experience, strong communication and empathy, and onsite availability in Lehi during training.
About the job
Responsibilities
- Answer inbound calls and make outbound calls with members, physicians, and pharmacies while delivering a high-quality member experience.
- Follow up on, resolve, and document member issues; route inquiries requiring further investigation to the appropriate department.
- Conduct routine research and educate members about their pharmacy benefits.
- Resolve member requests during the initial interaction by developing expertise in pharmacy benefit management.
- Protect sensitive personal and health information in accordance with HIPAA.
Requirements
- 2+ years of call center experience.
- Local to the Lehi, Utah office and able to work onsite during the 60-day training and nesting period; hybrid or work-from-home rotation may be available based on performance.
- High school diploma, GED, or equivalent.
- Proficiency with Windows, Microsoft Office, and Google Workspace.
- Active listening, conversational speaking, empathy, multitasking, and excellent verbal and written communication skills.
- Ability to work Monday through Friday with rotating weekend and holiday shifts.
Nice-to-Haves
- Experience with Salesforce Service Cloud, Talkdesk, or other CRM tools.
- Experience with benefits, employer benefits, insurance, prescriptions, medical billing, or pharmacy operations.
- Experience resolving complex issues in a call center environment.
Compensation & Benefits
- $21.00 per hour.
- Medical, pharmacy, dental, vision, life, and AD&D insurance.
- Three weeks of paid time off and 12 paid holidays.
- Paid parental leave, flexible spending benefits, 401(k), short- and long-term disability, wellness benefits, commuter benefits, and an employee assistance program.
- Professional development and training opportunities.
Skills
Windows, Microsoft Office, Google Workspace, Salesforce Service Cloud, Talkdesk, CRM, HIPAA, Data Entry, Pharmacy Benefits Management
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