Customer Support Enablement Manager
Apollo.io
ApolloSFDC
Associate Rx Customer Service Specialist
Abarca Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage all incoming calls, emails, faxes and web-generated requests from pharmacies, beneficiaries, and prescribers.
- Provide service-level standards set by CMS or by client; 80% of calls should fall within service level, less than 5% abandon rate and speed to answer should be less than 30 seconds.
- Rejection support, including overrides.
- Provide Coverage Determination status to clients including exceptions and appeals.
- Administrative PAs- Document PA request inquiries, issues, status, and resolution in accordance with federal and department and company policies and guidelines.
- Answer questions and recommend corrective services to address customer complaints, payment status, manual reversal requests, benefit and eligibility support, provider portal support and response to price appeals.
- Report identified issues to the appropriate department, for investigation and correction, following the established procedure.
Requirements
- Associate’s Degree in Pharmacy Technician (in lieu of a degree, equivalent, relevant work experience may be considered).
- 1+ years of experience working in a Pharmacy or Member Services Call Center, Retail or Hospital Pharmacy Setting.
- Excellent oral and written communication skills, bilingual fluency in Spanish and English is required.
- Must be available to work 40 hours per week, Monday through Sunday—including holidays—with flexibility to work any 8-hour shift within our standard business hours of 8:00 AM to 8:00 PM AST.
Benefits
- We are proud to offer work remotely, must have a stable, secure, and efficient internet connection. Dedicated workspace observing HIPAA and PHI protocols.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Pharmacy TechnicianCoverage DeterminationAdministrative PAsCustomer complaints resolutionPayment status supportBenefit supportEligibility supportProvider portal supportManual reversal requestsRejection support
Soft skills
Excellent oral communicationExcellent written communicationBilingual fluency in Spanish and EnglishCustomer serviceProblem-solvingFlexibilityAttention to detailInterpersonal skillsOrganizational skillsTime management
Certifications
Associate’s Degree in Pharmacy Technician
