The Pharmacy Help Desk Call Center Representative reports tis responsible to provide a customer service by telephone of incoming and outbound calls to providers, beneficiaries and pharmacies. 1. Answer incoming pharmacy calls regarding issues related to a claim transaction, reimbursement, payment,. 2. Answer incoming providers’ and beneficiaries’ calls following Call Center scripts. 3. Answer incoming calls and perform outbound calls according to HIPAA and Pharmacy Laws Standards. 4. Identify pharmacies, providers and beneficiaries needs, clarify information, research every issue and providing solutions. 5. Document all inquiries in the Customer Service Management Applications such as, Service Desk, OneArk and email. 6.
Route the case to the corresponding internal department or the appropriate Health Insurance Carrier. 7. Guide pharmacies, providers and beneficiaries regarding the process of claim transmission, reimbursement and payment. RequirementsPharmacy Technician, Technical or Associate DegreePuerto Rico Board of Pharmacy Technician Registry Certificate (CPhT), or prospect. 1 - 2-year customer service or call center experience and healthcare environment (Preferable). Fully Bilingual (Spanish / English written and verbal). PC skills (Microsoft System)/System oriented.
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