Customer Service Senior Representative, Patient Scheduling - Express Scripts
About the position In this exciting and challenging role as a Customer Service Senior Representative, you will be working within the fast-paced environment of the Central Nursing Team. As a first line of contact, this role will independently assist both internal and external clients within scope by clarifying and researching desired information and resolving non-clinical problems. RESPONSIBILITIES: Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches. Complete all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy. Work with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals while providing great customer service. Work with various staff, departments, and prescribers via fax, email, IM, and phone. Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask. Manipulate multiple Excel documents to determine what needs to be completed and urgency of completion. Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules. Investigate/research issues and provide resolution. Take initiative for problem solving with ability to multitask effectively and use critical thinking. Correct and timely entry of data in appropriate systems.
Responsibilities
- Work with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.
- Complete all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy.
- Work with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals while providing great customer service.
- Work with various staff, departments, and prescribers via fax, email, IM, and phone.
- Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask.
- Manipulate multiple Excel documents to determine what needs to be completed and urgency of completion.
- Respond timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.
- Investigate/research issues and provide resolution.
- Take initiative for problem solving with ability to multitask effectively and use critical thinking.
- Correct and timely entry of data in appropriate systems.
Requirements
- High School education or GED required.
- 5+ years of relevant Customer Service experience.
- High proficiency and regular use of Excel and Outlook required.
- A pro-active work ethic with ability to be managed/trained virtually.
- Detail orientation.
- Excellent written and oral professional communication skills.
- Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make independent decisions.
- Position is fully remote however candidate must be located within 50 miles of the Corona, CA or Tempe, AZ branch locations.
- Position will work 8-5 PST hours.
- If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
Benefits
- Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
- We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.
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