Pharmacy Service Technician

Independent Health; Buffalo (NY); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Scorecard incentive

Benefits

Generous paid time off

Job summary

Independent Health in Buffalo, NY is seeking a Servicing Representative to deliver exceptional customer service across phone, mail, fax and email channels for Pharmacy Benefit Dimensions customers.

You will resolve inquiries, clarify benefits, process eligibility, and document interactions in our systems, while maintaining CMS and NCQA standards. A high school diploma and six months in health insurance or pharmacy support are required, with strong communication and organizational skills.

Qualifications

• High school diploma or GED required.
• Six (6) months of experience in health insurance, physician’s office or pharmacy.
• Call center experience preferred.
• Excellent written and verbal communication skills.
• Ability to manage high-volume inbound/outbound calls.
• Proficient in documenting interactions and using multiple system tools.

Responsibilities

• Act as a customer advocate by providing excellent service via phone, mail, fax, and email.
• Provide benefit clarification, eligibility information, and processing of claims and reimbursements.
• Document all contacts in appropriate systems to meet regulatory standards.
• De-escalate customers and resolve inquiries and complaints.

Skills

Customer service

Call center experience

Excellent communication

Typing 35-40 wpm

Problem solving

Time management

Education

High school diploma or GED

Associates degree preferred

Job description

## Pharmacy Service TechnicianApplylocations: Hybrid Career: Buffalo, NY (14221): Pharmacy Benefit Dimensions, LLCtime type: Full timeposted on: Posted 2 Days Agojob requisition id: R0012486# **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 Servicing Representative is a customer service professional who will display confidence, a passion for service, and practice empathetic listening towards all Pharmacy Benefit Dimensions (PBD) customers. The Servicing Representative will function as an advocate for all customers and resolve all inquiries (i.e., phone, mail, fax, and email). They will utilize system tools and resources to address and resolve inquiries; provide benefit clarification and eligibility; communicate claim and reimbursement information, facilitate proper utilization of policies and procedures, coordinate resolution to streamline processes; make demographic changes; and educate customers on regulatory policies and procedures.# **Qualifications*** High school diploma or GED required. Associates degree preferred.* Six (6) months of experience working for a health insurance company, physician’s office or pharmacy required. Experience handling self-funded pharmacy calls preferred.* Experience in a call center operations environment preferred.* Ability to effectively communicate with internal and external customers. Excellent written and verbal communication skills, excellent customer service skills.* Experience handling high volume, inbound and outbound phone calls preferred.* Ability to listen with intent to understand.* Proficient in verbally translating written communication. Typing 35-40 words per minute is required.* Proficient in problem solving with the ability to prioritize accordingly.* Ability to utilize multiple system tools simultaneously.* Strong organizational and time management skills.* Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.# **Essential Accountabilities*** Act as a customer advocate by providing excellent customer service when answering phone calls, written correspondence and servicing walk-in members in a timely fashion. De-escalate customers as needed and resolve customer complaints.* Ensure that our customers are obtaining accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries.* Ensure compliance with all CMS rules and regulations.* Log all contacts into appropriate systems.* Meet or exceed all department standards in the following categories as measured and recorded by the representative’s scorecard: + Quality goals - measure ability to consistently respond to customers with excellent customer service. + Productivity goals - measure ability to be productive and use time effectively and efficiently to include average talk plus hold time, after call work (ACW), adherence, use of non-available states, tardiness and attendance. + Accuracy goals - measure ability to respond to inquiries correctly and accurately.* Maintain technical knowledge regarding Pharmacy Benefit Dimensions’ contracts and benefits and working knowledge of policies and procedures while maintaining updates daily. Attend required training sessions as needed.* Provide accurate and up-to-date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standards (NCQA, State, CMS etc.), addressing first-level complaints and providing assistance on appeals as needed; receive and effectively resolve written inquiries from members regarding claims, benefits, eligibility, reimbursement and participating providers.* Knowledge of all systems and training manuals and the ability to coordinate the use of these tools at the same time.* Other duties as required by immediate supervisor which may include servicing walk-in members, correspondence support and making outbound phone calls.Immigration or work visa sponsorship will not be provided for this position Hiring Compensation Range: $20.00 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.The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you’re part of something special, in your work and in the community.We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.We are committed to doing what matters most - reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here to view our Community Reports.**Apply today and join us on the journey to a happier, healthier, and more inclusive community.**We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: [e-mail] or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.