Customer Service Representative (Raleigh, NC)

The Customer Service representative is responsible for answering member, pharmacy, and provider inquiries via phone and written communication. He/she uses problem solving skills and collaboration to resolve the non-clinical questions and/or concerns presented to RxAdvance. Customer Service Representative works in a high-volume call center environment.

Job Responsibilities (but not limited to): [PHARM Core 25 (d)]
  • Triage phone calls and written inquiries from members, pharmacy personnel, and providers
  • Maintain accurate and complete documentation of all inquiries for continuous improvement
  • Effectively communicate issues and resolutions to members, pharmacy personnel, providers, and appropriate internal staff
  • Follow all internal Policies & Procedures to ensure consistency, accuracy, and operational effectiveness
  • Use judgement and problem-solving skills to resolve members’, pharmacy personnel’s, and providers’ concerns
  • Attends required training as needed
  • Have a thorough understanding of, and perform in compliance with, the current PBM v2.2 URAC standards applicable to the position
  • Assisting in supplying suggestions/input into the training manuals/documentation as well as training new hires
  • Monitors Ticketing system and responds to inquires external to RxAdvance
  • Monitors Customer Service Representative (CSR) dashboard for accuracy and to verify documentation process followed.
Qualifications: [PHARM Core 25 (a) (b) (c)]
  1.  Education and/or Training:
    • High School Diploma or Equivalent
    • Bachelor’s degree is a plus
  2. Professional Experience:
    • 0 – 1 year of pharmacy technician experience in a retail pharmacy, PBM, hospital, clinical pharmacy, or long-term care environment
    • Able to work in a high-volume call center environment; previous call center experience is desirable
    • Excellent communication, writing, and organizational skills with the ability to multi-task and collaborate in a team
  3. Licenses/Certifications:
    • n/a
  4. Specialized Skills:
    • Self-motivated and detail-oriented with the ability to resolve complex matters
  5. Technical Skills:
    • Strong PC skills; MS Word, Excel, Access, and Power Point.
  6. Additional Considerations:
    • Applicants must be able to pass a background investigation as all offers are pending a successful completion of background check per the company policy
Physical and Mental Requirements:
  1. Physical Activities:
    • Some travel may be required
  2. Mental Activities:
    • General mental activity related to job duties

For all inquiries, contact Shamaila Khan at Shamaila.khan@rxadvance.com

Position: Customer Service Representative (Raleigh, NC)

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Job Location
Raleigh, NC
Working Hours
Full Time
Date posted
October 23, 2019