Pharmacy Member Services Representative

The Member Services Representative performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements. Primary and shared duties include, but are not limited to, patient outreach and education, extensive data entry, compiling, reconciling and maintaining records. The Member Services Representative's primary duties are divided amongst three team positions as described further and assigned by the Member Services Manager. This position works directly with patients and is required to understand multiple aspects of the facility and its processes to ensure accurate information and provide exceptional service to members. Additional duties may include assisting with answering incoming phone calls, if needed and when deemed necessary by leadership, as well as assisting with other areas of the department as needed. Works only under the supervision of a registered Pharmacist and does not perform duties that can only be legally performed by a registered Pharmacist or registered Pharmacy Technician. The value you'll bring to the team: Ensures timely outreach and prescription fulfillment within the members plan design requirements. Follows guidelines when faxing refill requests and sending electronic requests to physicians offices. Leaves thorough and comprehensible notes in the members profile for any issue that needs to be communicated to other staff members. Documents and addresses member follow-up such as credit card rejections and price alerts. Accurately and completely registers members and family members, including online registrations, verifying all updated information. Researches each prescription follow-up by verifying members address, checking shipping date, reviewing members profile, and providing delivery confirmation information if requested. Deescalates unsatisfied callers and converts a negative communication to a positive and helpful exchange. Answers phone within established productivity expectations, does not leave patient on hold long periods of time, and offers to call back patient if researching a request. Understands thoroughly the prescription plan and communicates with members any questions regarding the prescriptions, copay structures, and prior authorization process. Other duties as assigned. Qualifications The expertise and experiences you'll need to succeed: EDUCATION AND EXPERIENCE REQUIRED: High School Graduate or equivalent 2 years of customer service experience Basic proficiency skill set in MS Office: Word, Excel, Skype and Outlook EDUCATION AND EXPERIENCE PREFERRED: Previous experience in mail-order, medical, or healthcare related area

• Performs a wide range of duties to support the members of the AHS Corporate Prescription Plan regarding plan questions and mail-order pharmacy requirements.
• Patient outreach and education
• Extensive data entry
• Compiling, reconciling and maintaining records.
• Works directly with patients and is required to understand multiple aspects of the facility and its processes to ensure accurate information and provide exceptional service to members.
• Assisting with answering incoming phone calls, if needed and when deemed necessary by leadership
• Assisting with other areas of the department as needed.
• Ensures timely outreach and prescription fulfillment within the members plan design requirements.
• Follows guidelines when faxing refill requests and sending electronic requests to physicians offices.
• Leaves thorough and comprehensible notes in the members profile for any issue that needs to be communicated to other staff members.
• Documents and addresses member follow-up such as credit card rejections and price alerts.
• Accurately and completely registers members and family members, including online registrations, verifying all updated information.
• Researches each prescription follow-up by verifying members address, checking shipping date, reviewing members profile, and providing delivery confirmation information if requested.
• Deescalates unsatisfied callers and converts a negative communication to a positive and helpful exchange.
• Answers phone within established productivity expectations, does not leave patient on hold long periods of time, and offers to call back patient if researching a request.
• Understands thoroughly the prescription plan and communicates with members any questions regarding the prescriptions, copay structures, and prior authorization process.

• High School Graduate or equivalent
• 2 years of customer service experience
• Basic proficiency skill set in MS Office: Word, Excel, Skype and Outlook

• Benefits from Day One
• Paid Time Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support

Hospitals, medical centers and facilities need more than physicians, nurses and specialists delivering care to our patients. A truly successful health care organization needs a thoughtful, dedicated, steady and experienced team working behind the scenes to make sure communities around the country receive the health care they need. If you’ve also been interested in working in the health care field but aren’t a health care provider, a corporate career at AdventHealth may just be the perfect fit. We’re a faith-based health care organization headquartered in Altamonte Springs, Florida. As a national leader in quality, safety and patient satisfaction, our 92,000 team members maintain a long tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient. Start your journey with a health care career at AdventHealth Corporate. Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we’re committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier. All the benefits and perks you need for you and your family: Benefits from Day One Paid Time Off from Day One Career Development Whole Person Wellbeing Resources Mental Health Resources and Support