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Pharmacy/Member Customer Service Representative

Pharmacy/Member Customer Service Representative

Job Description

EnvisionRxOptions, with a commitment to providing transparency and disclosure to the Pharmacy Benefit Management (PBM) marketplace, provides full service, integrated PBM services, including network-pharmacy claims processing, mail order, benefit design consultation, drug utilization review, formulary management, and other related services. If you are interested in becoming part of a team-oriented, fast-growing company we encourage you to consider a satisfying career at EnvisionRxOptions.

POSITION PURPOSE: The Pharmacy/Member Customer Service Representative is responsible for supporting the pharmacy/member helpdesk call center functions of the company in accordance with the policies and practices of EnvisionRxOptions. This position will be responsible for providing timely, knowledgeable and courteous resolution and response to pharmacy, member and product related inquiries while maintaining the exceptional level of professionalism and customer service standards that Envision has attained within the pharmacy benefit management industry.


  • Answer calls and respond to emails
  • Handle inquiries both telephonically and by email
  • Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution
  • Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
  • Research required information using available resources
  • Place outgoing phone calls when business ventures warrant
  • Route calls to appropriate resource
  • Document all call information according to standard operating procedures
  • Enter data accurately and timely
  • Maintain a positive and professional demeanor at all times
  • Utilize multiple company database programs for accessing member information
  • Achieve individual performance goals for productivity and quality
  • Maintain confidentiality of patient and proprietary information
  • Other duties as assigned

Job Requirements

  • High school diploma or GED required; Bachelor’s degree strongly preferred

  • Certified, Licensed or Registered Pharmacy Technician preferred

  • Customer service or inbound call center experience required

  • A knowledgeable individual with appropriate industry experience, preferably in the healthcare, insurance or PBM industry
  • Medicare Part D knowledge preferred
  • Bilingual in English and Spanish advantageous

  • Effective verbal and written communication skills

  • Excellent interpersonal skills with a strong customer focus

  • Ability to work with peers in a team effort

  • Demonstrated ability to manage multiple priorities and deadlines

  • A well-organized and self-directed individual who is able to work with minimal amount of supervision

  • Capability to efficiently complete tasks in a fast paced environment

  • Ability to work extended hours, weekends and holidays pursuant with industry demands

  • Proficient in Microsoft Office and industry related software programs

Pre-employment drug screening and background checks are required. The company offers a competitive salary and benefits package. EOE.  All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability or veteran status.

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Pharmaceutical, Insurance
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Healthcare - Health Services, Pharmaceutical, Insurance
Required Travel Not Specified
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Pharmacy/Member Customer Service Representative

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