Pharmacy Customer Service Agent

Our Qualfon Mission

Qualfon’s mission is to help as many people as possible pursue their total vocation—as individuals and as members of society—by creating an ever-growing number of job opportunities as we strive to become the outsourcer of choice for our clients. 

 

What We Offer

• All team members can further their education and earn a college degree through Qualfon University
• Our fantastic team members and supervisors embrace and live the Qualfon Mission & Values
• Team members have FREE access to personal and professional support through our care coaches.
• Set schedules majority of shifts are 40 hours per week.
• Medical, dental benefits, vision, and life & accident insurance for full-time employees
• Competitive wages: $14.00 - $15.43 per hour (actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location)
• Paid Time Off (PTO)

What You Will Be Doing

• Receive incoming calls from members, pharmacies, and doctor’s offices about requests for medication information and assist with cases including benefits, claims, HIPAA, and policy coverage from customers.
• Utilizes web-based programs and the Internet to quickly and effectively research and accurately resolve customers’ questions with one call – First Call Resolution (FCR) as per department expectations.
• Navigate modern technologies such as extracting and researching data from various software platforms and multitasking dual computer screens while assisting Member concerns.
• Documents detailed notes from every customer call, with careful attention to grammar and punctuation, to comply with government regulations and auditing.
• Adherence to strict confidentiality is required.
• Participates in meetings and customer service training to continue professional development.
• Assists with all activities/tasks within the department as required and operates accurately and efficiently in a fast-paced environment, while handling multiple responsibilities at one time.
• Achieve results through teamwork.
• Maintain composure in escalated situations.

What Skills You Need

• Eighteen (18) years of age or older on or before the hire date.
• Minimum education of a High School diploma or GED; some college preferred.
• At least one (1) year prior of customer service, healthcare, or insurance experience.
• Healthcare insurance knowledge is beneficial.
• Need to function in a fast-paced environment and be efficient in multitasking.
• Ability to retain information easily.
• Proficient written and verbal communication skills including professional email and telephone etiquette.
• Ability to meet and or exceed established call center metrics.
• Needs to be able to navigate multiple systems to research answers for members on claims and benefits.
• Proficiency with Windows PC applications including MS Office and the Internet and should be able to do some basic system troubleshooting, like audio settings, etc.
• Professional appearance and conduct.
• Flexibility to work the program's hours of operation.

Work at Home Requirements

• Desktop or laptop (Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
• Operation system – Windows 10 or newer
• Webcam-Video available
• The computer must have at least 4GB of RAM and a Processor speed – i3 4th generation or better
• High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
• Upload speed of 3Mbps; Download speed of 16 Mbps
• The Internet service provider (ISP) must be highly stable with 1% or less packet loss
• Latency under 100ms
• USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech are recommended) 3.5 mm headsets and gaming style headsets are not approved
• All Hires must have an available cell phone or tablet and be able to install our required 2FA software for Multifactor authentication on that device.
• 2nd computer monitor or 1 monitor 32" or larger (TV's are compatible).

 

Additional Requirements:

• You must reside in the state of Texas.

Additional Information

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, nation