<p>ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following:</p> <ul> <li>Promptly and courteously answer inbound telephone calls </li><li>Assess, prioritize and resolve client issues using good listening and comprehension skills </li><li>Escalate issues to management as appropriate </li><li>Document and retain all pertinent information </li><li>Manage outbound outreach for enrollment and/or refills </li><li>Manage multiple client programs </li><li>Responsible for training call center new hires </li><li>Perform related duties as assigned, including but not limited to direct member reimbursements; ID card management and distribution, etc. </li></ul> <p>QUALIFICATIONS AND REQUIREMENTS</p> <ul> <li>Minimum 2 years of experience in a customer service position, preferably in a call center environment </li><li>PBM, pharmacy or health care industry experience preferred </li><li>Health insurance background and knowledge of pharmacy terminology desired </li><li>Proficient PC skills in Windows-based applications. </li><li>Excellent verbal and written communication skills </li><li>Excellent telephone etiquette and strong customer service orientation </li><li>Highly organized with strong attention to detail </li><li>Excellent time management skills </li><li>Ability to work independently and with a team </li><li>Ability to exercise logical critical thinking in problem solving </li><li>Ability to be flexible and quickly adapt to the changing needs in the department. </li><li>Flexible with scheduled work hours </li><li>Bilingual English/Spanish is a plus </li></ul> <p>EDUCATION</p> <ul> <li>High School Diploma or equivalent </li><li>Pharmacy Technician Certification is a plus </li></ul> <p>PHYSICAL DEMANDS</p> <p>Requires sitting, standing, and occasional light lifting.</p>