Pharmacy Call Center Support Specialist (9AM-5:30PM ET Sat.-Sun.; 3:30PM-12AM Friday, Monday, Tuesday)

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

Under the direction of the Director or Manager the Customer Support Specialist will service the gap needed to provide support to PACE clients and their participants in facilities, along with the network pharmacies servicing them. The Customer Support Specialist is responsible for communicating with our clients, via phone, while providing timely and accurate responses in a professional and courteous manner. This position works with internal and external clients which include: members, clinicians, pharmacies, plan sponsors and other departments within the company.

This position also assists with various internal tasks that ensure a high level of overall client satisfaction.

Responsibilities

• Answer telephone inquiries in a pleasant, professional and efficient manner assuring exceptional customer service.
• Document all incoming calls and dialogue within company software.
• Resolve client drug benefit concerns of a medical, financial, or technological nature.
• Provides enrollment support for new PACE enrollees.  
• Communicates pharmacy benefit information to network pharmacies contracted with facilities where CK PACE participants reside.  
• Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place.  
• Provides help desk support to network pharmacies.  
• Education PACE staff regarding CK and network pharmacy processes for facility participants.  
• Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations.  
• Coordinates and sets up couriers to ensure timely medication delivery.  
• Attend department and company meetings and educational programs upon request.
• Ensures that HIPAA guidelines are followed in every communication with clients.
• Interest in learning new tasks for development purposes.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Associate’s degree preferred. High School Diploma or equivalent required.
• CPhT (Certified Pharmacy Technician) certification, a plus.

Experience

• 1 year of customer service/member service experience in a call center or similar, required.
• Health care industry experience, a plus.
• Experience in a pharmacy support role, a plus.
• Knowledge of plan and benefit structures and Medicare guidelines, a plus.

Skills & Abilities

• Proficient with MS Office Suite and strong computer proficiency to navigate proprietary and other software. 
• Excellent communication skills, both verbal and written.
• Ability to communicate effectively and professionally through written, verbal, and interpersonal skills as applied when interacting with employees, clients, or agency representatives; successfully conveying and exchanging information in a positive manner.
• Must have a strong patient centered focus.
• Excellent communication skills, especially via phone.
• Understanding of clinical terms and impacts.
• Able to multi-task and handle multiple priorities without sacrificing quality.
• Detail oriented and organized.  

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory. May be necessary to work extended hours as needed.

Schedule

• 9AM-5:30PM ET Saturday-Sunday; 3:30PM-12AM Friday, Monday, Tuesday
• This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Rotating holiday schedule required approximately up to four times a year or as needed.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.