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Pharmacy Technician Senior Representative
Ref No.: 19-07587
Location: Nashville, Tennessee
Pharmacy Technician Senior Representative
 
Address: 530 Great Circle Road, Nashville, TN 37228
Hours: Monday-Friday 8:30AM-5:00PM (no holidays or weekends)
Pay: $15.66/hour
Contract Length: 12/09/2019 to 01/31/2020 (possible extension based on attendance and performance)
 
Overview:
  • The Pharmacy Technician in the Stars Pharmacy Call Center will work within the Part D Medication Adherence area of the *** Stars department.
  • The Star rating system was developed by the Centers for Medicare & Medicaid Services (CMS) to measure the quality of care delivered by a health plan.
  • This call center role performs telephonic outreach to *** customers, pharmacies and providers for the purpose of addressing prescription medication adherence.
  • You will be responsible for assisting customers to obtain prescribed medications, determine barriers to medication adherence and working to overcome those barriers by working with the clinical pharmacy team, physicians, and resources within the Medicare Health Plan.
 
Responsibilities:
 
  • Telephonic outreach to members, pharmacies and providers.
  • Will work in a call queue where productivity and quality are monitored.
  • Meet service level goals (call quality, daily/weekly call performance expectations).
  • Maintain member privacy by strictly adhering to HIPAA regulations.
  • Answer complex telephonic questions from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime.
  • Handles customer correspondence, complaints, and inquiries.
  • Will keep track of issues and timelines, research and resolve complex issues, and compile required documentation for daily activities. 
  • Must maintain a professional, customer-centric demeanor at all times.
 
Skills:
  • Strong computer skills (will be simultaneously talking on the phone, toggling between multiple open Internet windows, software programs, Word and Excel).
  • Self-motivator with strong organizational skills, attention to detail, and exceptional time management skills.
  • Superb active listening skills, able to work in a dynamic, fast paced team environment.
  • Effective written and oral communication skills. 
  • Good phone presence
Experience:
  • Experience working in a call center
  • Experience in and a passion for delivering excellent customer service