Customer Care Advocate I - MCCP
At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable. Our Vision: Fulfill the essential promise of pharmacy care and help people to live to their healthiest, happiest, and fullest potential. Our Mission: To be the disruptive force that drives meaningful change within pharmacy services. Shifts: Monday to Friday 11am to 8pm Monday to Friday 12pm to 9pm Training Classes Remote: Monday to Friday from 9am to 5:30pm starting on August 24th
Summary
This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance customer satisfaction with WellDyne by responding to incoming phone calls with professionalism and compassion. Problem-solving skills are essential in addition to a service mindset. This position is the focal point for all customers inquiring about pharmacy benefits, placing orders for the mail order pharmacy or checking status of orders, often the single point of contact with customers. Essential Duties and Responsibilities Respond in a prompt, professional and courteous manner to customers’ questions regarding pharmacy benefits or placement and/or the status of an Rx order Provide customer support, referring complex issues or questions to appropriate support staff as needed Use multiple systems to access customer records, provide benefits information, process prescription orders and provide the status of prescriptions or orders. Follow all processes and procedures Handle difficult situations professionally Other tasks as assigned
Requirements
High School Diploma or equivalent; post High School or specialized training a plus 1 year experience in healthcare customer service; call center environment is a plus Proficiency in computer systems and navigating multiple applications Excellent verbal and written communication and customer empathy skills Ability to handle high call volumes and meet performance requirements Preferred Understanding of HIPAA and privacy regulations Pharmacy or Pharmacy Benefits experience Work Environment / Physical Demands This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required. EOE M/F/D/V