Exemption Status:

United States of America (Non-Exempt)

$17.92 - $22.85 - $27.78

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Summary

The Customer Service Representative III provides outstanding customer service to pharmacies, physicians, health plan sponsors, and their members, beneficiaries, or employees by responding to and resolving phone inquiries related to benefit information, claims adjudication, eligibility verification, prior authorization, and other PBM processes.  Works under general supervision, relying upon instructions, work process guidelines, policies and procedures, and company knowledge/experience to perform the functions of the job.  The extent of supervision ranges from close to moderate based upon demonstrated skill and performance levels as defined for the position. The Customer Service Representative III role is not included in the CSR progression process.  

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist with analysis or daily operations of the department including running reports and identifying trends.
• Maintain and monitor department quality and productivity.
• Be available to answer calls during periods of high volume and serve as a resource to the Customer Service team.
• Identify opportunities and make recommendations to department leadership for improvement of workflow processes, operating systems, training programs, reference materials, and quality initiatives that enhance the customer experience.

• Serve as a resource or Subject Matter Expert (SME) for other team members.  Promptly responds to first level call escalations and determining the appropriate actions to resolve customer issues.

• Responsible for coaching, mentoring, and training CSRs as directed by management.
• Communicates with both internal and external customers and management to resolve problems and expedite work.
• Review and provide operational guidance via the internal help desk to customer service staff.
• Convey a positive image of the company by promptly responding to customer phone inquiries and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.
• Keep current on new plan information and instructions by attending and participating in staff meetings, RTL’s, company-required training programs, and other activities that develop skills, build teamwork, and provide updated information.

Supervisory Responsibilities

No supervisory responsibilities

        

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individual