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Customer Service Representative 1
Ref No.: 18-08622
Location: Franklin, Tennessee
Job Title: Customer Service Representative 
Location: Franklin, TN
Duration: 3 Months of Contract


This will be a 3 month contract position filling in for a leave of absence.

The Patient Enrollment Coordinator enters the patient enrollment data into database that is received via fax, email, phone, or postal service. The incumbent opens, edits, and maintains patient profiles. The Patient Enrollment Coordinator receives and processes calls and emails to satisfy patient enrollment. The incumbent verifies information by calling clinics, when necessary and obtains and enters pertinent patient data into the database in compliance with pharmacy and company standard operating procedures and all local, state and federal regulatory requirements.


1. Complete and process the preliminary paperwork and standard enrollment forms for new patients. Call clinics and/or prescribers when more information is needed or forms are incomplete. Receive inbound calls from clinics or prescribers to answer any enrollment form questions.
2. Ensure accurate and efficient data entry on a daily basis. Utilize good customer service when on the phone with clinic and provider (doctor) staff to resolve issues when incoming faxes are not submitted properly.
3. Act as a primary liaison between clinics and provider (doctor) staff regarding the documents/forms involved in the beginning stages of the enrollment process.
4. Work system queue in Pharmacy Management System to ensure documents are processed in a timely fashion.
5. Ensure patient Protected Health Information (PHI) is entered and updated correctly.
6. Attach all relevant documents to patient profile.
7. Maintain and update database with current data, pertinent information, and status of enrollment, recording any necessary details, complaints, and issues.
8. Transfer patient profiles/information between  pharmacy locations.
9. Stay current with clinic locations, addresses, and contact information.
10. Coordinate the enrollment process from the initial request to the final authorization ensuring all aspects of patient confidentiality are maintained at all times.
11. Ensure all intake data for admissions requests are collected, completed, and communicated according to the established standard operating procedures and in compliance with all regulatory requirements.
12. Obtain the necessary information – demographic, financial, and clinical and other pertinent data to initiate the process.
13. Promote the efficiency of enrollment process by answering phones and assisting callers in a professional and timely manner, escalating issues to supervisor as necessary.
14. Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
15. Assist with various projects as assigned by direct supervisor.
16. Other duties as assigned.


High school diploma or GED preferred. 0-2 years customer service related experience required.