What are the responsibilities and job description for the Account Coordinator position at CoverMyMeds?
Our Customer Support teams are growing rapidly and we need great people to help assist with our users’ growing needs! We’re looking for folks who have a passion for helping others and want the opportunity to work alongside some truly brilliant and hard-working individuals. Your mission? Serve as the product expert for our users, handling inbound and outbound calls, chats, and emails. These key team members ensure CoverMyMeds' service is east to use and hassle-free, wowing our users by providing knowledgeable, friendly, and quick answers to every question.
What You'll Do
Account Coordinators work on the front line to make sure our users have a great experience, answering real-time questions throughout the Prior Authorization process. We have two teams of coordinators here at CoverMyMeds. The first team is very reactive; handling inbound calls, chats, and emails. The other is very proactive; making outbound calls and offering follow-up assistance to those using our service. For either team, the goal is to provide excellent service to our users and help them get their patients the medications they need to live healthy lives.
- Provide exceptional inbound and outbound account support over phone, email, and web-based chat
- Manage existing user accounts, analyze usage, and collect feedback to improve/enhance our service
- Help reduce prescription abandonment by proactively assisting users in the PA process
- Troubleshoot issues by working with different teams within the company
- Coordinate webinars and provide expert knowledge on how to use our software
- Identify trends to develop efficient workflow practices
- Collaborate with other business units on assigned projects as needed
About You
You are friendly, outgoing, and prefer to work with a team in a fast-paced, collaborative environment. You are patient, adaptable, and flexible. You are enthusiastic about understanding user needs and showing how CoverMyMeds can help.
- Exceptional interpersonal, written, and verbal communication skills
- Proactive problem-solver
- Eager to learn about healthcare technology and gain personal and professional growth
- Record of success in customer service; experience in healthcare a plus
- Adaptable and able to work a flexible, yet consistent schedule to help support our users during our hours of operation (Monday - Friday: 8AM EST - 11PM EST, Saturday: 8AM EST - 6PM EST).
- Bachelor’s degree or equivalent experience required
Our process:
- Phone interview with one of our Recruiters
- If selected, a call will be arranged with one of our recruiters, which typically lasts around 30 minutes. The interview is meant to be very conversational so we can get to know you and your skill set better. Halfway through the call, the Recruiter will open up the discussion for any questions you may have.
- Prior to the call we will email you two assessments to complete to learn more about you as a potential candidate.
- In-person interview (2-part process)
- Step 1: you will start by interviewing with two employees from our leadership team, which lasts around 45 minutes. This is where they will really get to know you better as a candidate. They will discuss the different business units that you can be part of, ask you a few questions about your experience, and then allow you to ask them any questions that you may have.
- Step 2: We call this our Project Day. This is meant to be an interactive experience that reflects a day in the life of our Account Coordinators. You will sit with a current Account Coordinator for 1-2 hours and learn about the role while becoming a mini CoverMyMeds expert. This will allow our team to get a better feel for how you work, and it will allow you to get a better understaning of the role as well.
A quick note: If you’d prefer different logistics to accommodate your individual needs and set you up for success, let us know how we can help and we'll do our best. We want this process to be as accessible and inclusive as possible for you.
About Us
CoverMyMeds is one of the fastest growing healthcare technology companies in the US. We help prescribers and pharmacies submit Prior Authorization requests for any drug and nearly all health plans - 100% free - to get millions of patients on their medications every single year. Our team of highly-productive healthcare enthusiasts with a passion for helping others is the best thing about working here. On-site chef and paid benefits? Yeah, we have those too. But don’t take our word for it. We’ve been named to Inc. 500’s list three times, were awarded one of the top places to work by Modern Healthcare, and twice won best places to work in Columbus, Ohio.
CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to minority status, gender, disability or veteran status.
