Job Description:
• Provide first call resolution for state eligibility programs via telephone, such as Medicaid and SNAP
• Enter client data into the system
• Assist clients with understanding their rights and responsibilities related to appeals
• Verify eligibility and summarize case activity
• Work daily from assigned queues and incoming documents
• Assist the pharmacy in general pharmacy operations as a program support resource in a patient- and healthcare-provider-facing role
• Retrieve prescriptions from various sources for review and completeness of required information
• Handle prescription prior authorization requests
• Provide tier 1 and tier 2 support and collaborate with the escalation team and floor agents on problem orders
• Clarify healthcare provider and patient concerns on a priority basis to help ship orders on time
• Respond to telephone inquiries and complaints using standard scripts and procedures
• Gather information from callers to resolve situations
• Communicate appropriate resolution options
• Investigate and resolve complaints
• Refer non-routine inquiries and complaints to senior-level Call Center Representatives
• Complete corrective actions requiring second-party review
• Support Conduent’s mission-critical services and solutions delivered for Fortune 100 companies and governments
Requirements:
• Must be 18 years of age or older
• Have a High School Diploma or an equivalent of education required
• Must be able to submit to pre-employment screening and drug testing
• Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship
• Must be Certified Pharmacy Technician
• Have prior clerical/customer service work experience
• Have Pharmacy Technician experience
• Comfortable working within established processes and procedures
• Strong customer service, communication, and problem-solving skills
• Experience handling escalated customer concerns and complex issues
• Ability to communicate clearly and confidently
• Ability to multi-task and manage time effectively
• Attestation to detail, grammar, and spelling accuracy
• Computer system experience with data entry and database documentation knowledge
• Monday–Friday availability, 9:00 AM–5:00 PM PST
Benefits:
• Benefits from day one (medical, dental, vision) for eligible roles
• PerkSpot – Employee discount program
• Paid time off and holidays
• Paid training
• Equipment provided
• Career growth and advancement opportunities
• Supportive and inclusive work environment
• No weekend
• Bi-weekly pay
• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• PTO or vacation and/or sick time
• Bonus or incentive eligibility based on business need