Position : Customer Care Specialist Location : Jeffersonville, IN
Job Id : 472 # of Openings : 0
Important Notice
Due to an increase in hiring scams, please be aware that if you are selected to move forward in our hiring process, a member of our Talent Acquisition team will contact you directly using an official @pharmacord.com and / or @echo.newtonsoftware.com email address regarding next steps in our interview process.
Please Note :
- PharmaCord will never use Microsoft Teams to reach out to candidates for interview scheduling. However, video interviews are typically conducted via Microsoft Teams. Official meeting links will always be sent from an @pharmacord.com or @echo.newtownsoftware.com email address, or through our scheduling platform, Calendly.
- We will never request your bank account information at any stage of the hiring process.
- We will never send a check (electronic or physical) to purchase home office equipment.
If you receive any suspicious communication regarding employment with PharmaCord, please report it to our Talent Acquisition team immediately at careers@pharmacord.com
When you join the team as the Customer Care Specialist, you'll have the opportunity to make a difference in the lives of our patients each day as they look to you as part of their dedicated support team for helping them navigate the tricky process to getting access to their complex medication. You'll compassionately deliver an exceptional experience to many patients per day always remembering that every prescription or document belongs to a real person who is looking for thorough and efficient management of their records. You'll adjust your approach to their needs by communicating clearly, focusing on the accuracy of the details of their medical records and your mastery of the program requirements, and ensuring their prescriptions or cases are handled timely. This role may be eligible for a hybrid schedule after 6 months (or sooner once proficiency in role is demonstrated). Review our Benefits & Perks below to learn more!
A typical day in this role will include providing in-depth knowledge of our client programs by working directly with patients, healthcare providers, and insurance companies to answer inquiries, process service requests, assess benefits coverage, and manage through barriers, in a compliant manner, that stand in the way of patients and their access to therapy. The Benefits Specialist works in a dynamic and compassionate customer service role providing telephonic and web-based, where applicable, customer service support.
A typical day in the life of a Customer Care Specialist will include the following :
The responsibilities include, but are not limited to the following :
Customer CareAnswer and assist all inbound callers through resolution utilizing answers to frequently asked questions or by warm transferring callers to other appropriate individuals within the PharmaCord teamActively listen to each customer, assess needs, and respond with demonstrated patience and courtesyAccurately and efficiently document of call types and actionsData Entry- IntakeAccurate and efficient documentation into our Proprietary System of data contained within materials received by PharmaCordReview and identification of information that is missing and / or incorrect within program service requests / program applicationsAbility to escalate inaccurate documents to the next level manager, as neededReporting of Adverse Events / Product Complaint inquiries received in accordance with SOP and good manufacturer practicesOther duties as assigned by managerThis job might be for you if (must have requirements of the role) :
The candidate must possess the following personal attributes :
Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)Ability to handle personal health information with confidentialityCommitment to honesty and integrityProfessionalism and a strong sense of proper business and customer service etiquetteClear verbal and written communication skillsAccountability for resultsAbility to plan and prioritize tasks and strong attention to detailProficient emotional intelligence (ability to recognize emotions and their effects)Ability to manage disruptive impulses and handle potentially stressful customer interactionsProficient computer skillsAdaptability to changePersonal initiative and commitment to team and organizational goalsAbility to work effectively within a teamA positive attitude!Requirements :
Bachelor's degree is strongly preferred6 months customer service experience, payer benefits experience (reimbursement, prior authorization, etc.), healthcare industry experience or healthcare related certification, license, or equivalent coursework is strongly preferredAbility to work an 8.5-hour shift between 8 am to 8 pm, Monday to Friday requiredBi-lingual in English and Spanish or Chinese / Mandarin is a plusWe are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $678.60 per year).Physical Demands & Work Environment :
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.Although very minimal, flexibility to travel as needed is preferred.This position requires ability to work a standard 8.5-hour standard shifts between our business operating hours of 8am - 11pm Monday through Friday. A shift will be assigned and may change depending on business need.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.Due to investment in program specific training, candidates are expected to maintain the role for a minimum of 6 months, or 1 year within a client-facing role, prior to being considered eligible for lateral or promotion level move. PharmaCord is committed to creating a strong company culture that values collaboration, employee development, and promotion from within. Exceptions will be reviewed on a case-by-case basis to assess business need and service impact.Once you land this position, you'll get to enjoy :
Our Benefits & Perks
Company paid Short-term Disability (STD)Increased competitive 401(k) company match up to 4%Affordable Medical, Dental, and Vision benefits - PharmaCord covers 75% of Medical Premiums for our employeesWellness discounts of up to $260 per year for participation in wellness programAnnual HSA employer contributionCompany paid and voluntary Life Insurance optionsVoluntary Life, AD&D and Long-Term Disability InsurancesPaid Parental Leave of AbsenceWellness and Employee Assistance ProgramsPTO benefits, flex days and paid holidaysEmployee Referral ProgramAmbassador ProgramTuition reimbursement program up to $5,000 per yearCompetitive Compensation & Flexible Working
Competitive starting pay ratesToll reimbursement program (valued at $678.60 per year)This role may be eligible for a hybrid schedule (50% in office, 50% remote). To qualify for a hybrid schedule, you are required to work a minimum of 6 months on-site at our headquarters location. You must show you've successfully completed training, are in good performance and attendance standing, and are consistently meeting KPI's as outlined within the program business rules.Multiple shift options between 8 AM and 11 PM Monday - FridayA Career You'll Love
Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021Work for a company that values diversity and makes deliberate efforts to create in inclusive workplaceOpportunities for advancement with a company that supports personal and professional growthA challenging, stimulating work environment that encourages new ideasExposure to many learning and development opportunitiesPlaying a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experienceOur new state of the art Headquarters building offering many amenities including collaborations spaces, outdoor dining, walking path, marketplace café, and more!Any offer of employment is contingent on completion of a background check to company standard. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
At PharmaCord, we don't just accept difference - we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. PharmaCord is proud to be an equal opportunity employer.
PharmaCord is unable to sponsor employees at this time.
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Salary : $260 - $5,000
