Pharmacy Help Desk Representative-7

Independent Health; United States; Remote; Full time

Job summary

A leading health organization is seeking a Pharmacy Help Desk Representative to assist pharmacies and internal representatives with pharmacy issues, ensuring high service levels and satisfaction. The role includes customer service, technical proficiency, and administrative duties. Candidates should have strong communication skills and a background in pharmacy or health insurance.

Benefits

Scorecard incentive

Full range of benefits

Generous paid time off

Qualifications

• Six months experience handling pharmacy calls or pharmacy tech certification required.
• General knowledge of drug names and therapeutic categories.

Responsibilities

• Answer provider phone calls and correspondence in a timely manner.
• Maintain technical knowledge regarding pharmacy contracts and benefits.
• Assist with data entry projects related to pharmacy claims processing.

Skills

Communication

Problem Solving

Math Aptitude

Education

High School diploma or GED

Associates degree

Tools

Siebel

PC

Windows

Job description

FIND YOUR FUTURE

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

Overview

The Pharmacy Help Desk Representative will be responsible for providing assistance to our pharmacies as well as internal servicing representatives in addressing and resolving pharmacy issues regarding reimbursement, proper utilization of policies and procedures and coordinating resolution to streamline the process through pharmacy education. These individuals must maintain our goals in achieving service levels and increasing the pharmacist satisfaction rate, the pharmacy help desk representative will function as a pharmacy advocate. This position will also assist with the entry of prior authorizations and other projects and assignments to support the pharmacy department. This position will assist with the training of new pharmacy help desk representatives and will act as a back up to member services phone lines. Occasional holidays, weekends, overtime, and on-call responsibilities are a requirement of the position.

Qualifications

• High School diploma or GED required; Associates degree preferred.
• Six (6) months experience handling self-funded pharmacy calls or working for a health insurance company or physician’s office interacting with pharmacies; OR pharmacy tech certification required.
• General knowledge of drug names, therapeutic categories, dosage forms, manufacturers, and packaging.
• Excellent written and verbal communication skills and problem-solving skills required, including the capability to absorb new concepts.
• PC and Windows experience required, including typing skills.
• Familiarity with on-line claim systems preferred.
• Demonstration of math aptitude for purposes of calculating simple drug requirements when given dosing and price calculations.
• Proven examples of displaying the Pharmacy Benefit Dimensions (PBD) values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.

Essential Accountabilities

A. Customer Servicing

• Answer all types of provider phone calls and written correspondence in a timely fashion, with minimal supervision by a manager. Ensure that providers are obtaining accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries. All calls to be logged into call documentation systems.
• Answer and document inquiries by internal customers including, but not limited to our servicing representatives and sales representatives.
• Answer member services calls as needed and document appropriately.
• Responsible for being logged in and ready to take calls at the start time of shift.
• Exercise a courteous, efficient, respectful, and timely response to all internal and external customers.
• Attend customer service training sessions and additional pharmacy system training as needed.
• “On-call” responsibilities on a rotating basis.
• In addition to assisting PBD departments with employee training, will assist with check and voucher questions and special projects as needed.

B. Technical Proficiency

• Maintain technical knowledge regarding Independent Health and PBD pharmacy contracts and benefits and working knowledge of policies and procedures and department lists; and maintain updates on a daily basis. Assist in interpreting database information as it relates to pharmacy claims processing.
• Assist with PBM implementation by identifying potential issues and entering prior authorizations to reduce/avoid disruption and ensure smooth transition for new PBM plans/members.
• Assist the Pharmacy systems department with various data entry projects/information as they relate to pharmacy claims processing.

C. Administrative Duties

• Provide accurate and up-to-date information to all pharmacy providers by documenting pertinent information into Siebel; assist other departments in responding to questions from any pharmacy department mailing.
• Assist with preparation (triaging), logging in and logging out of authorization requests during evening and weekend shifts. Assist authorization area of the pharmacy department during the day, if needed.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $19 hourly

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.