Patient Services Representative II

LucyRx • Fresno, CA

14h

About The Position

As a Patient Services Representative you will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/members might face with accuracy and efficiency. You will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Requirements

• High School Diploma or GED required
• Active Pharmacy Technician License or Certification, active in at least one state
• Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
• Minimum of 2 years’ experience providing excellent customer service, preferably in a healthcare setting
• Excellent communication skills to maintain LucyRx’s high standard of member and patient service
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Flexibility to work different shifts (including evenings, weekends, or holidays)

Nice To Haves

• Pharmacy, PBM or Healthcare experience
• High volume call center experience, servicing patients or members with healthcare needs

Responsibilities

• Receives calls from pharmacies, clients, members, and prescribers, and provides the requested information or support while following LucyRx’s policies and procedures for release of information
• Troubleshoots pharmacy claims submission and documents calls in ticketing system
• Provides clinical call support for prior authorization related calls and documents in ticketing system
• An Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to members accurately by using the right methods/tools.
• Escalates incoming customer service calls when needed to the appropriate party for resolution
• Assist with keeping the pharmacy outreach queues up to date
• Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience. Cross department support with projects as needed
• Attendance and punctuality are essential functions for this position
• Other duties as assigned

Benefits

• We offer competitive pay and benefits, and are open to discussing compensation that reflects the value you bring to our team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED