RxBenefits, Inc.
Posted Tuesday, August 18, 2020 at 4:00 AM
Founded in 1995, RxBenefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration. Staffed by veterans of the benefit and pharmacy industries, our firm specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents. With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings. As a proven pharmacy partner, RxBenefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award‑winning service to employers while leveraging the industry‑leading capabilities of top PBMs. RxBenefits serves a national client base from our headquarters in Birmingham, Alabama.
Member Services Representative RxBenefits is hiring! We are adding resources to the Member Services team in our Birmingham, AL headquarters. Member Services Representatives are an important first‑line of contact with our customers, setting the tone for how our company and services are experienced. They are a strong advocate and champion for our organization and provide participants with the correct information at the right time to help them make better decisions about their benefits. The Member Services Representative promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and align to the goals and objectives of the company. Member Services Representatives use a variety of technological resources to ensure customers receive maximum satisfaction.
The essential job function requires working in an inbound call center environment answering calls in a professional manner and staying focused on building customer loyalty.
Job Responsibilities
Professionally handle a high volume of complex inbound calls
Ensure questions and issues are resolved promptly and accurately in a manner that participants can understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way
Effectively handle complaints while consistently demonstrating respectful behaviors that contribute to good service; maintain strict confidentiality of sensitive information
Work collaboratively with internal and external business partners to provide solutions by following through and bringing outstanding issues to closure on the initial contact with the participant
Address customer issues and ensure effective and long‑term problem resolution
Focus on "call quality" and "first call resolution" with each call
Communicate with PBM staff, pharmacy staff, pharmacists, medical office staff, and/or physicians to resolve customer needs
Partner with Account Management and Sales Staff to provide customers with excellent service
Be a dedicated team member in our phone queue and a great team player with internal colleagues
Provide information about company programs, products and services
Learn multiple software systems to service all clients and products
Required Skills / Experience High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred.
Previous call center experience required
Prior Member Services knowledge with a concentration in pharmacy experience preferred
The ability to think and act independently
Ability to identify process improvements
Excellent interpersonal skills for frequent interaction with members, managers, brokers, and vendors
High degree of professionalism, with the ability to interact effectively with employees at all levels
Knowledge of principals and protocols of phone etiquette and call center techniques
Excellent verbal and written communication skills
Proficiency with Microsoft Office products including Word, Excel, Internet, Outlook email
Demonstrates strong Member Services focus
Self‑motivated, self‑starter, with a positive personality
Good decision making ability and problem‑solving skills
Ability to work for extended periods of time wearing a headset in a call center environment
Ability to read, understand and adhere to standard company policies and procedures
Ability to remain positive in all situations with difficult customers
Ability to handle non‑routine customer calls
Ability to sell a product or service
Ability to adjust priorities and manage time wisely in a fast‑paced environment
Ability to gather data, monitor processes, and seek continuous improvement opportunities
Knowledge of pharmacy processes and medical terminology
Strong organizational skills and extremely detail‑oriented
Ability to work with multiple interruptions and tight deadlines
RxBenefits is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
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Founded in 1995, RxBenefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration. Staffed by veterans of the benefit and pharmacy industries, our firm specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents. With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings. As a proven pharmacy partner, RxBenefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award‑winning service to employers while leveraging the industry‑leading capabilities of top PBMs. RxBenefits serves a national client base from our headquarters in Birmingham, Alabama.
Member Services Representative RxBenefits is hiring! We are adding resources to the Member Services team in our Birmingham, AL headquarters. Member Services Representatives are an important first‑line of contact with our customers, setting the tone for how our company and services are experienced. They are a strong advocate and champion for our organization and provide participants with the correct information at the right time to help them make better decisions about their benefits. The Member Services Representative promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and align to the goals and objectives of the company. Member Services Representatives use a variety of technological resources to ensure customers receive maximum satisfaction.
The essential job function requires working in an inbound call center environment answering calls in a professional manner and staying focused on building customer loyalty.
Job Responsibilities
Professionally handle a high volume of complex inbound calls
Ensure questions and issues are resolved promptly and accurately in a manner that participants can understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way
Effectively handle complaints while consistently demonstrating respectful behaviors that contribute to good service; maintain strict confidentiality of sensitive information
Work collaboratively with internal and external business partners to provide solutions by following through and bringing outstanding issues to closure on the initial contact with the participant
Address customer issues and ensure effective and long‑term problem resolution
Focus on "call quality" and "first call resolution" with each call
Communicate with PBM staff, pharmacy staff, pharmacists, medical office staff, and/or physicians to resolve customer needs
Partner with Account Management and Sales Staff to provide customers with excellent service
Be a dedicated team member in our phone queue and a great team player with internal colleagues
Provide information about company programs, products and services
Learn multiple software systems to service all clients and products
Required Skills / Experience High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred.
Previous call center experience required
Prior Member Services knowledge with a concentration in pharmacy experience preferred
The ability to think and act independently
Ability to identify process improvements
Excellent interpersonal skills for frequent interaction with members, managers, brokers, and vendors
High degree of professionalism, with the ability to interact effectively with employees at all levels
Knowledge of principals and protocols of phone etiquette and call center techniques
Excellent verbal and written communication skills
Proficiency with Microsoft Office products including Word, Excel, Internet, Outlook email
Demonstrates strong Member Services focus
Self‑motivated, self‑starter, with a positive personality
Good decision making ability and problem‑solving skills
Ability to work for extended periods of time wearing a headset in a call center environment
Ability to read, understand and adhere to standard company policies and procedures
Ability to remain positive in all situations with difficult customers
Ability to handle non‑routine customer calls
Ability to sell a product or service
Ability to adjust priorities and manage time wisely in a fast‑paced environment
Ability to gather data, monitor processes, and seek continuous improvement opportunities
Knowledge of pharmacy processes and medical terminology
Strong organizational skills and extremely detail‑oriented
Ability to work with multiple interruptions and tight deadlines
RxBenefits is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
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