NEW JOB OPENING
CUSTOMER SERVICE REPRESENTATIVE
IN Overland Park, KS, USA!

***Only qualified candidates located within 2 hours of the Overland Park, KS area to be considered due to the position requiring an onsite presence***



Education:

• High school diploma or GED required, bachelor's degree in business administration, Marketing, Finance or similar field preferred and have 2+ years of relevant work experience



Top 3 Skills:

• Customer Service experience in a transaction-based environment such as a call center or retail location preferred

• Demonstrating ability to be empathetic and compassionate

• Experience in a production environment



Experience

• 2 years’ experience.

• Strong Attention to detail

• Excellent verbal and written communication and interpersonal skills w/ ability to maintain patient confidentiality

• Proficient computer skills and the ability to navigate in a Windows based environment

• Ability to follow directions and adapt in dynamic work environment; ability to adapt to change and remain flexible

• Ability to work in a high pressure, time sensitive environment

• Project a professional business image, through phone interaction as well as internal communications

• Demonstrated problem-solving ability and attention to detail

• Demonstrated sense of urgency with assignments

• Strong organizational skills

• Strong telephone skills

• Ability to read and understand pharmacy/medical terminology

• Ability to read, analyze and interpret general business correspondence, technical procedures and governmental regulations

• Ability to identify and solve practical problems and deal with a variety of concrete variables in standardized situations

• Ability to perform basic mathematic calculations maybe required

• Ability to interpret a variety of work instructions provided through a variety of mediums

• Ability to anticipate needs and resolve issues with urgency

• Ability to consistently meet quality and production standards

• Displays confidence in the ability to learn complex material

• Demonstrates intellectual curiosity through inquiries to ensure deep understanding of the business and deliver accurate results

• Customer service focus

• Basic experience in MSWord and MS Excel

• Familiar with medical terminology and knowledge of medical coding

• Ability to read and interpret billing documents

• The position also requires an extensive amount of data entry work



The Customer Service Representative will work closely with providers to process prior authorization (PA), and drug benefit exception requests on behalf of Client as the client and in accordance with Medicare Part D CMS Regulations.



Position Summary:

• Must apply information [provided through multiple channels] to the plan criteria defined through work instruction

• Research and conduct outreach via phone to requesting providers to obtain additional information to process coverage requests and complete all necessary actions to close cases

• Responsible for research and correction of any issues found in the overall process

• Phone assistance is required to initiate and/or resolve coverage requests

• Escalate issues to Coverage Determinations and Appeals clinical pharmacists and management team as needed

• Must maintain compliance at all times with CMS and department standards

• Position requires schedule flexibility including rotations through nights, weekend and holiday coverage

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**