Customer Service Representative I

Founded in 1985, SelectQuote (NYSE: SLQT) provides solutions that help consumers protect their most valuable assets: their families, health and property. SelectRX, a subsidiary of SelectQuote, is prioritizing important population health initiatives focused on actively managed, high-touch patient experience by improving patient engagement and health literacy, simplifying the healthcare journey and facilitating better healthcare options through value-based partnerships.

SelectRX is a high touch, technology-driven specialized medication management pharmacy. We engage virtually with patients to ensure accurate prescription records are maintained in order to achieve improved prescription drug adherence. SelectRX does this by providing a personalized clinical approach driven by a robust technology platform to track adherence with a world-class pharmaceutical packing and distribution facility.

The Pharmacy Customer Service Representative is one of the first lines of communication for our patients their family and caregivers healthcare providers and referral sources. The CSRI interacts with patients over the phone (inbound & outbound calls) to discuss/coordinate all pharmacy related items in regards to non-clinical work and also answer general questions in regards to a patient’s service. This position assists with concerns as it relates to prescription refills informing patients of delivery status updating demographic and billing information receiving payments and addressing any other issues. Typical calls that can be initiated/ received by CSR I’s are: inbound calls outreach calls and transfers from other departments. Our focus is providing excellent customer service with empathy and compassion and to use knowledge and understanding of pharmacy processes to retain a patient and their continued services with SelectRx. Each interaction with an individual is a conversation in which the outcome should always result in 100% satisfaction every time.

Supervisory Responsibilities: 

This position has no direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

• Answers incoming calls from patients caregivers physicians hospitals and referral sources/ affiliated partners and respond to questions while researching required information and using all available resources
• Assists approximately 50-60 inbound/outbound customers physicians and provider calls per day in a busy call center/ pharmacy environment
• Answer patient’s questions/concerns regarding their medications and submit follow up tickets to other departments as need
• Follows up with customers or expediting calls to the appropriate channels
• Provides patients with order status updates (fulfillment & delivery) proof of deliveries insurance verifications and price quotes/copay information
• Identifying and resolving patient billing complaints
• Processing and posting credit card payments
• Correct and resubmit claims to third party insurance
• Accurate data entry of all patient demographic information insurance and prescription refills  
• Resolution of insurance adjudication billing or medication fulfillment issues
• Communicates with production team (order entry fulfillment and clinical) to engage compliance and address any questions or concerns as noted during patient communication
• Proactively investigates and resolves patient related issues to ensure maximum patient retention and high standards of customer service
• When necessary follows up with customers or expediting calls to appropriate channels
• Documents all patient calls in SelectCare 3.0 Pioneer Smartsheets and anywhere else notes must be duplicated.
• Accepts direction from CSR Supervisor Pharmacists and Leadership regarding various elements of the MMP Program
• Enters and retrieves data from the pharmacy operating systems and customer relationship management systems
• Move accounts through patient lifecycle workflow 
• Work special projects on an ad hoc basis

Skills/Abilities: 

• Service oriented high degree of interpersonal communication and organizational skills
• High attention to detail quality problem solving and organization
• Displays a future-focused mindset aimed at bringing ideas and solutions to team challenges
• Strong analytical and critical thinking skills
• Demonstrates appropriate written and oral communication skills
• Strong team player
• Ability to keep track of multiple tasks
• Reliable outgoing and highly effective at relating to others
• A professional attitude is a must
• Ability to effectively interact with all levels of management associates clients and general public
• Intermediate technology skills & the ability to multi-task
• Understand and maintain confidentiality regarding patient medications and illnesses (HIPAA)

Education and Experience:  

• High school diploma or GED required
• 0-1 years of experience required
• Customer Service/Client Relations Experience preferred
• Call Center Experience preferred
• Home healthcare nurse/aide or as a pharmacy/medical technician experience helpful

Physical Requirements: 

Work is performed indoors with potential for exposure to safety and health hazards related to office work.

Prolonged periods of sitting at a desk and working on a computer.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

The Compensation for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.
Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

We are proud to offer the following benefits:

• Competitive Medical, Dental, and Vision Insurance
• HSA/FSA
• Voluntary Hospital Indemnity, Critical Illness, Accident Insurance, and Short Term Disability
• Voluntary Life Insurance for Self, Spouse and Dependent
• Company-paid Basic Life Insurance and Long Term Disability
• Retirement plan and Employer match contribution with Profit Share
• Tuition Reimbursement program
• Company perks and Discount program
• Engaging Wellness and Financial Education Resources
• Employee Assistance Program
• Incentive Plans

Base Hourly Minimum
$18.00

Base Hourly Maximum
$18.00