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Customer Care Associate I
Ref No.: 18-15145
Location: Orlando, Florida
Job Title: Customer Care Associate I
Job Location: Orlando, FL
Job Duration: 3 months Contract to Hire
Job Description:

Florida Registered Technician with Call Center Experience
  • This position is a frontline service position providing assistance to Client.
  • Assisting members and providers regarding programs, policies, and procedures.
  • Responsibilities include answering incoming calls related to eligibility, benefits, claims and authorization of services from members or providers.
  • Responsibilities also include the administration of intake documentation into the appropriate systems.
  • Overall expectations is to provide outstanding service to internal and external customers and strive to resolve member and provider needs on the first call.
  • Performance expectations are to meet or exceed operations production and quality standards.
  • Essential Functions:- Actively listens and probes callers in a professionally and timely manner to determine purpose of the calls.
  • Researches and articulately communicates information regarding member claim status and authorization inquiries to callers while maintaining confidentiality.
  • Resolves customer administrative concerns as the first line of contact - this may include resolutions to tracking orders and other expressions of dissatisfaction.
  • Assist efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies. - Assist in the mentoring and training of new staff.
  • Assume full responsibility for self-development and career progression; proactively seek and participate in ongoing trainings (formal and informal).
  • Comprehensively assembles and enters patient information into the appropriate profile to assure orders are delivered correctly.
  • Demonstrate flexibility in areas such as job duties and schedule in order to aid in better serving members and help Client achieve its business and operational goals.
  • Educates providers and patients on how to submit prescriptions to patient profiles.
  • Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved.
  • Lead or participate in activities as requested that help improve Care Center performance, excellence and culture.
  • Links or makes routine referrals and triage decisions not requiring clinical judgment.
  • Performs necessary follow-up tasks to ensure member or providers needs are completely met.
  • Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers.
  • Support team members and participate in team activities to help build a high-performance team.
  • Thoroughly documents customers? comments/information and forwards required information to the appropriate staff.
Requirements/Certifications:
  •   Must be registered with FL State Board of Pharmacy
  •   Both call center and pharmacy tech experience required, with preference for primarily call center
  •  Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
  •  Must be able to maneuver through various computer platforms while verifying information on all calls.
  •  Must be able to talk and type simultaneously.
  •  Must be flexible in scheduling and comfortable with change - customer service is an ever-changing environment.
  •  Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
  •  Must agree to observing service for the purpose of training and quality control.