Offer summary

Qualifications:

High School Diploma or GED required., 1 to 2 years of call center experience in a fast-paced environment., Strong communication skills, both verbal and written., Proficiency with computer systems, including CRM software like Salesforce..

Key responsibilities:

Assist members with enrollment via inbound and outbound calls.

Provide accurate information regarding program eligibility and requirements.

Maintain detailed records of member interactions using CRM.

Escalate unresolved issues and support team objectives.

Job description

PrudentRx seeks a passionate, patient, and systematic individual who finds essential reward in assisting others, thrives in a fast-paced environment, and demonstrates meticulous attention to detail in a role that clearly defines processes. The Member Enrollment Coordinator (MEC) will work in a fast-paced, complex Call Center atmosphere , receiving inbound and making outbound calls via the automated dialer. In this position, you will assist members with enrolling in the correct copay assistance program while addressing any concerns, case questions, and other enrollment needs in both an inbound and outbound call setting.

As the first point of contact for members, our Call Center strives for high-quality service and a first-call resolution, resulting in the successful enrollment of qualified members in their copay assistance programs. This role requires the daily utilization of interpersonal, computer, and problem-solving skills with a desire to be a team player in assisting others.

Position Details

United States- Remote
Shift availability Monday - Saturday(with one weekday off) shift times start as early as 11:30am EST. [Accepting applicants in EST, and CST time zone]
Equipment and hardware provided. Interviewing, orientation, and training are conducted virtually.

Responsibilities

Work inbound and outbound member calls, assisting with the enrollment process.
Act as a subject matter expert to provide members with clear, accurate, and up-to-date information regarding program eligibility, requirements, and other enrollment needs.
Provide members with tactful and compassionate support throughout the enrollment process (while maintaining professionalism)
Escalate unresolved cases and pending member grievances.
Utilize the Salesforce CRM database to verify member data to complete enrollment.
Generate detailed records and notes of inquiries, comments, and interactions via CRM
Work assigned queues and/or cases as directed by call center leadership
Complete all necessary continued learning and training requirements per department and company need
Other essential duties as assigned

Requirements and Qualifications
Required
• High School Diploma or GED
• 1 to 2 years of Call Center experience in a fast-paced setting
• Professional, clear, and compassionate phone demeanor and attitude at all times
• Computer navigation skills, including multiple screens, simultaneous systems use, phone and CRM systems
• Ability to maintain a high level of confidentiality and always remain HIPAA compliant
• Excellent verbal and written communication skills for both note-taking and call purposes
Preferred
• Experience with Salesforce or other CRM software
• Certified Pharmacy Tech (CPhT) or healthcare customer service a plus
• Bi-lingual in English/Spanish is a plus

Work From Home Requirement
(25/25mp) to execute all job functions. Additionally, the employee must provide a private
workspace with a desk and chair, free from distraction.

Physical Demands and Working Conditions
Duties are performed primarily in a home office setting utilizing Company provided computer equipment. While performing the duties of this job, you will regularly sit and talk. The employee is frequently required to use their hands. Employee will occasionally be required to stand and walk.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Benefits