Servicing Representative

Independent Health

Servicing Representative resolving customer inquiries on pharmacy benefits, claims, eligibility and reimbursement. Supporting Independent Health’s healthcare operations through phone, written and walk-in service.

Posted 8/20/2026full-timeBuffalo • New York • 🇺🇸 United StatesJunior💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities by effectively resolving complaints and providing accurate information on policies and procedures while ensuring compliance with CMS and NCQA standards. Proficient in utilizing multiple systems and maintaining technical knowledge of pharmacy benefits.

Highest-signal resume keywords

Customer Service SkillsCall Center Operations ExperienceCMS Compliance KnowledgeProblem Solving AbilityExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Typing 35-40 Words Per MinutePharmacy Benefit KnowledgeRegulatory Standards ComplianceClaims ResolutionDocumentation Skills

Soft Skills

Organizational SkillsTime Management SkillsListening SkillsDe-escalation SkillsWritten Communication Skills

Tools & Technologies

Multiple System ToolsTraining Manuals

Industry Keywords

Health InsurancePharmacyNCQA StandardsCMS RegulationsSelf-Funded Pharmacy Calls

About the role

Key responsibilities & impact

Act as a customer advocate by providing excellent customer service via phone calls, written correspondence and walk-in member servicing
De-escalate customers and resolve customer complaints
Provide accurate and up-to-date information on policies and procedures and communicate successful resolutions
Ensure compliance with all CMS rules and regulations
Log all contacts into appropriate systems
Meet or exceed quality, productivity and accuracy goals measured by the representative’s scorecard
Maintain technical knowledge of Pharmacy Benefit Dimensions’ contracts, benefits, policies and procedures, including daily updates
Attend required training sessions
Document pertinent customer information in appropriate systems to meet NCQA, State and CMS regulatory standards
Address first-level complaints and assist with appeals
Resolve written member inquiries regarding claims, benefits, eligibility, reimbursement and participating providers
Coordinate use of multiple systems and training manuals simultaneously
Perform other duties as required, including walk-in member servicing, correspondence support and outbound calls

Requirements

What you’ll need

High school diploma or GED required
Associate degree preferred
Six (6) months of experience working for a health insurance company, physician’s office or pharmacy required
Experience handling self-funded pharmacy calls preferred
Experience in a call center operations environment preferred
Ability to effectively communicate with internal and external customers
Excellent written and verbal communication skills
Excellent customer service skills
Experience handling high volume, inbound and outbound phone calls preferred
Ability to listen with intent to understand
Proficient in verbally translating written communication
Typing 35-40 words per minute required
Proficient in problem solving with the ability to prioritize accordingly
Ability to utilize multiple system tools simultaneously
Strong organizational and time management skills
Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring
Must be a WNY candidate
Immigration or work visa sponsorship will not be provided for this position

Benefits

Comp & perks

Scorecard incentive eligibility
Full range of benefits
Generous paid time off
Hybrid work arrangement: 2 days in office and 3 days work from home