Customer Care Specialist- Must Reside in Florida (Based in or Near Orlando, FL)

Prime Therapeutics; Annapolis (MD); Sur place; USD 25 000 - 35 000; Plein temps

Résumé du poste

Prime Therapeutics, based in Florida, seeks a Customer Care Specialist to support members and providers with eligibility, benefits, claims, and service authorizations. You will handle inbound calls, document data accurately, and strive to resolve issues on the first call while meeting performance standards.

The role requires strong communication, typing speed, and HIPAA awareness, with prior call center experience preferred.

Qualifications

• High school diploma or GED (minimum).
• Must be eligible to work in the United States without visa sponsorship.
• On-site role; not remote; must reside in Florida (Orlando area) or nearby.

Responsabilités

• Engage inbound callers professionally; resolve administrative concerns including claims.
• Make outbound calls to resolve member issues and obtain information for prior authorizations.
• Research and communicate eligibility, benefits, claims and authorizations while keeping confidentiality.
• Enter patient data into systems for EAP, Care, and Utilization Management.
• Educate providers and members on claims submission and reimbursement rates across networks.
• Identify and respond to crisis calls and triage as needed.
• Support continuous improvement by identifying inefficiencies and following up on tasks.
• Document interactions and forward information to appropriate staff.
• Other duties as assigned.

Connaissances

Typing (35+ WPM)

Communication

Multi-tasking

HIPAA knowledge

Healthcare terminology

Formation

High school diploma or GED

Outils

Genesys

CRM platforms

Description du poste

Home

Full time

R-17442

Job Posting Title

Customer Care Specialist- Must Reside in Florida (Based in or Near Orlando, FL)

Job Description

The Customer Care Specialist is responsible for providing exceptional support to members and providers by addressing inquiries related to eligibility, benefits, claims, and service authorizations. The role involves handling incoming calls, accurately documenting intake information into designated systems, and delivering outstanding customer service to both internal and external stakeholders. The goal is to resolve member and provider needs efficiently, ideally on the first call and consistently meet or exceed established performance standards for quality and productivity.

Responsibilities

• Engage inbound callers professional; actively listen and probe to determine the purpose of the call and resolve administrative concerns, including claims and dissatisfaction
• Make outbound calls to solve member issues (e.g., billing issues with a Pharmacy) or additional information needed for a prior authorization
• Research and communicate member information such as eligibility, benefits, Employee Assistance Program (EAP) services, claims, and authorizations while maintaining confidentiality
• Initiate care programs by accurately assembling and entering patient data into appropriate systems for EAP, Care, and Utilization Management
• Educate providers and members on claims submission, treatment plans, appeal processes, and reimbursement rates across multiple networks
• Identify and respond to crisis calls, assisting clinicians until resolution; make routine referrals and triage decisions not requiring clinical judgment
• Support continuous improvement by identifying operational inefficiencies, performing follow-up tasks, and ensuring member/provider needs are fully met
• Document interactions thoroughly; forward necessary information to appropriate staff and refer provider-related inquiries to the correct teams
• Other duties as assigned

Minimum Qualifications

• High school diploma from an accredited school or GED

This position in NOT a remote position and will require employee to be ONSITE.

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• Must be flexible in scheduling and comfortable with change
• Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills
• Demonstrated ability to multi-task and maneuver through various computer platforms while verifying information on all calls
• Ability to thrive in high-volume call center environments, managing a large number of inbound and outbound calls efficiently
• Familiarity with medical terminology, healthcare procedures, and insurance-related language to effectively support member and provider inquiries
• Knowledge of HIPAA regulations and other healthcare compliance standards

Preferred Qualifications

• Prior experience in a healthcare or insurance call center environment
• Previous customer service experience
• Previous experience with Genesys and CRM technology platforms

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Potential pay for this position ranges from $17.85 - $25.48 based on experience and skills.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/benefits) and click on the "Benefits at a glance" button for more detail (https://www.primetherapeutics.com/benefits).

Prime Therapeutics LLCis proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law. __

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

Positions will be posted for a minimum of five consecutive workdays.

At Prime Therapeutics (Prime), we are a different kind of PBM. We’re reimagining pharmacy solutions to provide the care we would want for our loved ones. That purpose energizes our team and creates limitless opportunities to make a difference.

We know that people make all the difference. If you’re ready for a purpose-driven career and are passionate about simplifying health care, let’s build the future of pharmacy together.

Prime Therapeutics LLCis proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at email [e-mail].