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