Community Pharmacy Care Outbound Customer Care Representative II

Overview

Anticipated End Date:

Position Title: Community Pharmacy Total Care Outbound Customer Care Representative II

Job Description: Community Pharmacy Total Care Outbound Customer Care Representative II

Location:

This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

Hours: Monday through Friday, 9 AM to 5:30 PM Eastern time

The Community Pharmacy Total Care Outbound Customer Care Representative II is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas and performs some but not all types of moderately complex functions.

• Analyses problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Proficient in all basic customer service functions.
• Receives and places follow-up telephone calls / e-mails to answer customer questions.
• Outbound calls are conducted in the Zip Drug business area.
• Inquiries may also be on a walk-in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Additional expectations include: maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attention to detail; critical thinking and problem-solving; empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity.
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

• Requires a HS diploma or equivalent and a minimum of 1 year of experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

• 2 years in outbound calling (scheduling, marketing, sales, collections, banking, real estate, finance, skip tracer, telemarketer, medical) strongly preferred
• For URAC accredited areas, the following professional competencies apply:
  Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• A passion for serving others with the ability to be empathetic and the desire to go above and beyond
• A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues, or concerns
• A…