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Member Services Representative (Bilingual)

RxBenefits, Inc., 3700 Colonnade Parkway, Birmingham, Alabama, United States of America Req #142
Friday, October 25, 2019
Founded in 1995, RxBenefits occupies a unique niche in the healthcare benefits industry as a strategic expert on pharmacy benefit procurement and administration.  Staffed by veterans of the benefit and pharmacy industries, our first specializes in advocacy services for consultants on behalf of employers, employees, and their covered dependents.  With our guidance and specialized expertise, clients maximize the value of their pharmacy benefits, enjoying a significant increase in services and cost savings.  As a proven pharmacy partner, RxBenefits provides all pharmacy benefit manager (PBM) administrative services, ensures contract criteria and performance guarantees are met or exceed requirements, and produces quantitative results on the value of the offerings. Our firm is the only pharmacy administration company in the U.S. that brings award-winning service to employers while leveraging the industry-leading capabilities of top PBMs. RxBenefits serves a national client base from our headquarters in Birmingham, Alabama.

Member Services Representative (Bilingual)

RxBenefits is hiring!
We are adding resources to the Member Services team in our Birmingham, AL headquarters. Member Services Representatives are an important first-line of contact with our customers, setting the tone for how our company and services are experiences. Member Services Representatives are a strong advocate and champion for our organization and they provide participants with the correct information at the right time to help them make better decisions about their benefits. The Member Services Representative promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company. Member Services Representatives use a variety of technological resources to make sure customers receive maximum satisfaction.

The essential job function requires working in an inbound call center environment answering calls in a professional manner and staying focused on building customer loyalty. The essential characteristics of this position include: excellent communication skills (both written and verbal), the ability to interact and work effectively with coworkers and other departments, wanting to be part of a dynamic team with a positive can-do attitude, and being able to work within tight deadlines. Bilingual (Spanish) is a requirement!

Job Responsibilities Include:

  • Professionally handle a high volume of complex inbound calls

  • Ensure questions and issues are resolved both promptly and accurately and in a manner, that the participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way

  • Effectively handle complaints while consistently demonstrating behaviors that are respectful and contribute to good service. Must be able to maintain strict confidentiality of sensitive information.

  • Work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.

  • Address customer issues and ensure effective and long-term problem resolution

  • Focus on “call quality” and “first call resolution” with each and every call.

  • Communicate with other professionals such as various PBM staff, pharmacy staff, pharmacists, medical office staff and/or physicians to resolve customer needs.

  • Partner with Account Management and Sales Staff to provide customers with excellent service.

  • Be a dedicated team member in our phone queue and a great team player with internal colleagues.

  • Provide information about company programs, products and services.

  • Learn multiple software systems to be able to service all clients and products

Required Skills / Experience Include:

  • High school diploma or equivalent required. Associate’s or Bachelor’s degree preferred

  • Bilingual (Spanish)

  • Previous call center experience required

  • Prior Member Services knowledge with a concentration in pharmacy experience preferred

  • The ability to think and act independently

  • Ability to identify process improvements

  • Excellent interpersonal skills for frequent interaction with members, managers, brokers, and vendors.

  • High degree of professionalism, with ability to interact effectively with employees at all levels

  • Knowledgeable in principals and protocols of phone etiquette and call center techniques

  • Excellent verbal and written communication skills

  • Proficiency with Microsoft Office products including Word and Excel, Internet, Outlook email

  • Demonstrates strong Member Services focus

  • Self-motivated, self-starter, with a positive personality

  • Good decision making ability and problem solving skills

  • Ability to work for extended periods of time wearing a headset in a call center environment

  • Ability to read, understand and adhere to standard company policies and procedures

  • Ability to remain positive in all situations with difficult customers.

  • Ability to handle non-routine customer calls

  • Ability to sell a product or service

  • Ability to adjust priorities and manage time wisely in a fast-paced environment

  • Ability to gather data, monitor processes, and seek continuous improvement opportunities

  • Knowledge of pharmacy processes and medical terminology

  • Strong organizational skills and extremely detail-oriented

  • Ability to work with multiple interruptions and tight deadlines

RxBenefits is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Other details

  • Job Family Member/Client Services
  • Pay Type Hourly
  • Employment Indicator Regular
  • RxBenefits, Inc., 3700 Colonnade Parkway, Birmingham, Alabama, United States of America