Navitus Health Solutions

Member Services Representative – Pharmacy Benefit Contact Center

Navitus Health Solutions

full-time

Posted on:

Location Type: Office

Location: Brentwood • Tennessee • United States

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Job Level

Junior

About the role

  • Ensures all customers receive an excellent level of customer service.
  • Handling front-line inbound and outbound member calls, with the ability to quickly gain a deep understanding of Archimedes' services and customer needs.
  • Follows established procedures, processes, and standards for production, productivity, quality, and customer-service.
  • Meets performance targets for speed, efficiency, and quality.
  • Analytical - Can analyze a situation and understand quickly what the implications are to other groups within Archimedes.
  • Uses intuition to make decisions that are best for the business.
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments, demonstrates a high sense of urgency when Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation – Sets/achieves challenging goals; Demonstrates persistence, overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Professionalism - Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality, is able to lead an environment of high quality high efficiency performers.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Requirements

  • A minimum of 1 year of experience delivering excellent service in a call center, collections, or member retention role.
  • While we desire experience with healthcare or pharmaceutical environment (excluding home healthcare), we are willing to train the right person.
  • High School Education Diploma/GED (Required)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecall center experiencecollections experiencemember retention experienceanalytical skillsproblem solvingwritten communicationorganizational skillsplanningquality assurance
Soft Skills
teamworkjudgmentmotivationprofessionalismadaptabilitydependabilityinitiativeinnovationemotional intelligencetime management
Certifications
High School Education DiplomaGED