Medical Call Center Customer Service Representative

Customer Service Rep (Medical Call Center)

Exciting opportunity with multiple openings!

Job Scope:
The purpose of this position is to help patients get access to the medications and therapies that they need. This role works directly with healthcare providers & insurance plans/payers to gather information about a patient s insurance and the coverage provided for a specific pharmaceutical product. The Patient Access Specialist will support the healthcare providers addressing questions regarding coding and billing and navigating complex reimbursement issues. This position also provides support for Prior Authorizations (PA) for an assigned caseload and helps navigate the appeals process to access medications.

Title: Customer Service Rep (Medical Call Center)
Planned Start Date: 08/05/2024
Industry: Specialty Pharmacy Care
Work Location: Orlando, FL (Work Onsite Required)
Pay: Up to $18.00hr Pay
Shift Options: You may select any 2 days off during the week which will remain consistent. The 2 days off must be chosen at the time of the offer acceptance.
M-F 9am-6pm (1 hour lunch)
M-F 10am-7pm (1 hour lunch)
M-F 11am-8pm (1 hour lunch)
M-F 12pm-9pm (1 hour lunch)
Weekend Shift 9am-5:30pm (1 hour lunch) Saturday & Sunday is required.
Training Work Hours: TBD
Length of assignment: Temp to hire. If performance & attendance are met, perm role could be offered.
**This team will have the opportunity to be moved to remote post 90-120 days based on attendance/performance & at managers discretion. **

Job Description:
The purpose of the Customer Service Representative (CSR) is to meet or exceed the customer s expectations by assessing our customer s needs, assigning priorities, and triaging the information to the appropriate resources. (Customers may include patients, medical professionals, and family members.)

Job Functions: The CSR will be able to function in a multidisciplinary team to provide information about the services that are offered by Patient Services.

• Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Maintain information regarding Patient Services initiatives and explain them to our customers when appropriate.
• Enroll new customers to Patient Services.
• Record activities in the patient database and follow up to secure services (such as product training, mailing of promotional materials, etc.) for our customers by contacting physician s offices, pharmacies, and other external entities to ensure patient s needs are being met.
• Complete various special projects as required

• Previous work experience in Specialty Pharmacy or Customer Service
• Professional level skills in computer use, including but not limited to Microsoft Office, email, web-based applications and key boarding skills
• Experience working with people in situations that are high-pressure and time-sensitive (either telephone or face-to-face), and that involve solving problems, making decisions, using excellent judgment and customer service skills. This can be obtained through a combination of work experience and post high school education, and need not be obtained in a traditional customer service setting
• Strong ability to multi-task and strong time management skills
• Ability to function in a high-volume, fast-paced environment
• Dependable and strong work ethic
• Ability to accept and implement feedback and coaching

• Experience working with databases (CRM preferable) or a tracking system; Salesforce CRM experience
• Experience working in a health care/pharmaceutical industry environment
• Understanding of challenges associated with patients medical condition Important Skills: Accustomed to working in high call volume environment.

Education Requirements:
High School Diploma or GED

SRG offers flexible staffing solutions with a national presence. We provide contract, contract-to-hire, direct hire and executive search services. SRG utilizes an innovative approach to identify and qualify talent that is unique to the Staffing industry, featuring a cutting-edge platform that allows us to rapidly and precisely match professionals to client requirements. We have a proprietary database of over one million candidates and maintain continuous contact with our qualified talent.

EOE/AOE