Senior Customer Service Representative

Scope of Responsibilities Possesses knowledge and ability to complete all tasks associated to the call center, as well as owning responsibility in at least one of the following tasks; ID card production, DMR’s, creation of mass mailings to membership or resolving claims not adjudicated in the mail order platform. May possess alarm code and access to open and close the facility, the ability and responsibility to act as supervisor in charge, in absence of call center supervisor and handle escalated member concerns while delivering optimal customer service. Assist with training of current and new employees.

Job Summary Works under general supervision answering incoming calls and operates independently while following standard procedures and known best practices to accomplish assigned tasks. Provide support to Account Representatives, Customer Service Supervisor, Customer Service Manager and peers on all aspects of customer service, account management, marketing support and other administrative projects.

Job Duties

• Help Desk phone coverage for incoming calls and directing incoming calls to appropriate staff members.
• Provide Help Desk resolution of customer service issues to insure complete client satisfaction.
• Provide Help Desk resolution of Pharmacy Network problems to insure complete client satisfaction.
• Assist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletions.
• Assist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims Processor.
• Assist with on-site client orientation, health fairs and business conferences.
• Assist with on-site resolution of customer service issues to clients.
• Performs office duties as needed (includes copying, collating, mailings, filing)
• Responsible for completing all mandatory and regulatory training programs
• Facilitate and perform on the job training and coaching for new and existing employees in conjunction with direct call center leadership
• Perform other duties as assigned
  
  
  

Attendance Requirements

Must be available, and on time for scheduled work shifts.

Educational Requirements

• Minimum High School Diploma or GED
  
  
  

Experience

• Preferred 0-2 years experience as Rx Technician or Customer Service Representative in a health care related service.
  
  
  

Special Conditions of Employment

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position
  
  
  

Job Skill Requirements

• Exceptional phone and listening skills.
• Exceptional written and verbal communication skills
• Preferred PC skills including Microsoft Office
  
  
  

Compensation

$18.00-18.80 per hour.

The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience, and education.

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state, and federal regulations as it pertains to minimum wage requirements.