Associate Rx Customer Service Specialist - Temp

Abarca Health LLC.; San Juan (PR); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Abarca Health LLC is seeking an Associate Rx Customer Service Specialist to handle front-line calls, emails, and faxes from pharmacies, beneficiaries, and prescribers. You will use Rx Platform and other resources to resolve caller needs in a fast-paced environment.

Ideal candidates have a Pharmacy Technician degree, 1+ year in pharmacy or call center settings, and excellent communication skills. A hybrid work model with on-site days in Puerto Rico is offered.

Qualifications

• Associate’s Degree in Pharmacy Technician (or equivalent experience).
• 1+ years of pharmacy or call center experience.
• Excellent oral and written communication skills.
• Hybrid work model with on-site days in Puerto Rico.
• Availability for on-call hours as needed.

Responsibilities

• Handle all calls, emails, faxes and web requests from pharmacies, beneficiaries, prescribers.
• Maintain service levels: 80% of calls in SLA, <5% abandon rate, <30 seconds to answer.
• Provide rejection support and overrides.
• Provide Coverage Determination status to clients including exceptions and appeals.
• Document PA requests and status per policies.
• Address customer questions, payments, reversals, benefit and eligibility support.
• Escalate issues to appropriate department per procedure.

Skills

Excellent communication

Call center experience

Pharmacy technician experience

Education

Associate’s Degree in Pharmacy Technician

Job description

What you’ll do

In a few words… Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

As the Associate Rx Customer Service Specialist, you will serve at the front line of all incoming and outgoing communication (calls, emails, and faxes) with pharmacies, beneficiaries, and prescribers. You will use Rx Platform and other resources as necessary to resolve caller’s needs.

The fundamentals for the job…

• Manage all incoming calls, emails, faxes and web-generated requests from pharmacies, beneficiaries, and prescribers.
• Provide service-level standards set by CMS or by client; 80% of calls should fall within service level, less than 5% abandon rate and speed to answer should be less than 30 seconds.
• Rejection support, including overrides.
• Provide Coverage Determination status to clients including exceptions and appeals.
• Administrative PAs- Document PA request inquiries, issues, status, and resolution in accordance with federal and department and company policies and guidelines.
• Answer questions and recommend corrective services to address customer complaints, payment status, manual reversal requests, benefit and eligibility support, provider portal support and response to price appeals.
• Report identified issues to the appropriate department, for investigation and correction, following the established procedure.

What we expect of you

The bold requirements…

• Associate’s Degree in Pharmacy Technician (in lieu of a degree, equivalent, relevant work experience may be considered).
• 1+ years of experience working in a Pharmacy or Member Services Call Center, Retail or Hospital Pharmacy Setting.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site work-days (Puerto Rico Location Only)
• This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
• This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable).

Nice to haves...

• Active Pharmacy Technician License is preferred.
• Experience in PBM, Medicare Part D, Commercial/Employer Plans, Insurance, Pharmacy, and / or healthcare.

Physical Requirements

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. Abarca Health LLC does not sponsor employment visas at this time.

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.