Note: The job is a remote job and is open to candidates in USA. Accredo Specialty Pharmacy, part of Evernorth Health Services, serves patients with complex and critical health conditions. The Customer Service Call Center Representative supports patients with medication orders, benefits, billing, and issue resolution while maintaining confidentiality, meeting performance standards, and providing empathetic service in a high-volume virtual contact center.
Responsibilities
- Answer inbound phone calls in a high-volume contact center setting with professionalism and efficiency
- Support patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution
- Follow structured workflows and adhere to a scheduled, continuous call-taking environment until designated breaks
- De-escalate concerns and provide empathetic solutions within standard operating procedures
- Maintain patient confidentiality and comply with healthcare regulations
- Meet monthly performance metrics and actively participate in ongoing training and feedback
Skills
- Must live in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon
- High School Diploma or equivalent required
- Ability to excel in a high-volume call center environment
- Flexibility with a changing environment of call types, processes, and procedures
- Strong problem-solving skills with the ability to analyze situations, identify solutions, and take appropriate action in real-time
- Strong communication skills, both written and verbal
- Organized with excellent time-management abilities
- Customer-oriented with the capacity to adapt to various patient perspectives
- Proficient in Microsoft Office Suite and navigating multiple systems simultaneously
- Must be available to work within Contact Center hours: Monday through Friday, 8:00 am to 11:00 pm EST, and Saturday, 8:00 am - 5:00 pm EST
- Reliable internet connectivity and a dedicated workspace free of distractions required
- Must attend 100% of training and work your schedule the first 90 days of employment
- If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload
- This is a desk-based role that requires the ability to sit for extended periods and work at a computer screen throughout the entire shift
- 1+ years of healthcare customer service experience
Benefits
- Remote opportunity for candidates living in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon.
- Paid 9-week virtual training program.
- Eligible to participate in an annual bonus plan.
- Medical, vision, and dental benefits starting on day one of employment.
- Well-being and behavioral health programs starting on day one of employment.
- 401(k).
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year.
- Paid holidays.
- Leaves of absence.
- Ongoing development.
- Supportive virtual team environment.
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