Customer Service Representative - MTM

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

The Customer Service Representative will utilize customer service skills to outreach to MTM-eligible Medicare Part D members to explain the MTM program and motivate them to schedule an appointment with a pharmacist. The Representative may also provide outreach to targeted members shown to have medication adherence concerns who require extra intervention and guidance. This individual is responsible for maintaining highly efficient pharmacists' calendars with appointments scheduled to maximize pharmacist time. They must maintain current member and provider demographic information by utilizing available internal systems as well as external communications.

• High School diploma or GED required. Associates degree preferred.

• Prior experience and demonstrated success working in a customer service focused environment required, preferably in a health care setting.

• Excellent written and verbal communication and customer service skills, with emphasis on interpersonal skills.

• High proficiency in listening to and understanding needs of the customer. This includes consultation and negotiation skills to develop win-win outcomes with both internal and external customers.

• Ability to use personal computers and associated software applications - Microsoft Office and web-based platforms.

• Ability to multitask and change priorities as the need arises and manage time effectively.

• Proven examples of displaying the IH values: Passion, Caring, Collaborative, Respectful and Accountable.

• Place outbound calls to MTM-eligible members to explain the program and schedule appointments with an MTM pharmacist either over the phone or in person. Sales techniques should be used to motivate members to see the value of participation in the program.

• Prioritize call lists daily to determine who to best outreach to. This includes making situational adjustments as needed to maximize outcomes.

• Coordinate organization of multiple pharmacist calendars including frequent and sometimes last-minute changes.

• Triage inbound calls and emails from members, providers, and internal departments. This requires knowledge of various initiatives in the department to efficiently forward to appropriate personnel.

• Maintain current member and provider demographic information and update internal system accordingly. This involves member and location-specific verification to ensure all clinical recommendation correspondence is sent HIPAA-compliant.

• Perform targeted member medication reviews including reviewing medication profile and refill history. This includes outreach to predetermined members to discuss importance of taking certain medications and follow-up with providers and/or pharmacies to request medication refills.

• Assist pharmacists by researching location and caregiver authorization status of members.

• Perform other tasks to include, but not limited to: e-filing member mailing documents and verifying member enrollment information prior to scheduled appointments.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $19.00 hourly

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.