Customer Service Representative - Pharmacy Advantage

Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers.

Company Description

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus.

Job Description

GENERAL SUMMARY: 

Location: Rochester Hills, Pharmacy Advantage

Schedule: Full Time Day Shifts

Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record. 

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Triages and forwards phone calls to the appropriate Hubs or RN for follow-up.
• Promptly and accurately confirms all patient demographic and nature of the calls.
• Ensures entry of demographic and operations information into the electronic medical record.
• Assists with ensuring the timely and accurate coordination of triaging calls
• Completes new patient enrollments over the phone and triages the request to appropriate department.
• Communicates with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments.
• Greets and provides assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy.
• Initiates welcome call for new patients.
• Provides exceptional customer service in resolving problems with access to services, complaints, etc.
• Participates in initiatives related to process improvements and enhancements.
• Responsible for carrying out the quality improvement activities of the organization related to job duties.

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and duties. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described above. 

Qualifications

EDUCATION/EXPERIENCE REQUIRED:

• Requires high school diploma or G.E.D. equivalent. Associates degree preferred.
• Requires computer proficiency, the ability to accurately type, and working knowledge of Microsoft Office. Experience with Outlook preferred.
• Requires strong organization skills, and the ability to adapt rapidly to changing priorities and tasks.
• Previous pharmacy experience or office/administrative support experience preferred.