Customer Service Representative - Full-Time - Pharmacy Advantage - Rochester Hills

GENERAL SUMMARY: Shift: Full-Time Day Shift Eligible for Full-Time Benefits Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record. PRINCIPLE DUTIES AND RESPONSIBILITIES:

Triages and forwards phone calls to the appropriate Hubs or RN for follow-up.

Promptly and accurately confirms all patient demographic and nature of the calls.

Ensures entry of demographic and operations information into the electronic medical record.

Assists with ensuring the timely and accurate coordination of triaging calls.

Completes new patient enrollments over the phone and triages the request to appropriate department.

Communicates with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments.

Greets and provides assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy.

Provides exceptional customer service in resolving problems with access to services, complaints, etc

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and duties. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described above.

EDUCATION/EXPERIENCE REQUIRED:

Requires high school diploma or G.E.D. equivalent. Associates degree preferred.

Requires computer proficiency, the ability to accurately type, and working knowledge of Microsoft Office. Experience with Outlook preferred.

Requires strong organization skills, and the ability to adapt rapidly to changing priorities and tasks.

Previous pharmacy experience or office/administrative support experience preferred.

Additional Information

Organization: Community Care Services

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

OverviewUnder the leadership of President and CEO Robert G. Riney, Henry Ford Health is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visitHenryFord.com.BenefitsWhether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.Equal Employment Opportunity/Affirmative Action EmployerEqual Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.