At arenaflex, we're committed to making a positive impact on people's lives through better health and well-being. As a leading healthcare, pharmacy, and retail company, we're dedicated to providing an exceptional omnichannel experience for our customers and patients. We're now seeking an experienced Call Center Representative to join our team, working remotely from Orlando, USA.
**About arenaflex**
arenaflex is a pioneering healthcare company with a rich legacy of focusing on communities. As part of the U.S. Retail Pharmacy and U.S. Healthcare segments of arenaflex Boots Union, Inc. (Nasdaq: WBA), we're an integrated healthcare, pharmacy, and retail leader with a long-term commitment to making a difference. With over 9,000 retail stores across America, Puerto Rico, and the U.S. Virgin Islands, we're proud to serve almost 10 million customers every day. Our pharmacists play a vital role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the country's medically underserved populations.
**Job Summary**
As an Experienced Call Center Representative, you'll be responsible for handling high-volume customer calls, working under direct supervision, and performing data entry tasks using arenaflex's pharmacy systems. You'll be the primary point of contact for patients and customers, providing exceptional customer service and resolving issues in a timely and professional manner. Your attention to detail, strong communication skills, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
**Key Responsibilities**
* Utilize arenaflex's remedy information entry methodology and rules to process new enrollments by entering information into a suitable system.
* Handle patient medication requests within HIPAA guidelines and enter refill orders for processing.
* Investigate to obtain missing medication data, and decipher clinical abbreviations (SIG codes).
* Resolve all data entry-related exceptions.
* Handle correspondence to patients (inbound calls, visits, messages) and resolve outbound calls to prescribers and patients on a case-by-case basis.
* Resolve Outsider Oddballs by reviewing, gathering data, making recommendations, and resubmitting for processing as per individual arrangement requirements.
* Resolve phone calls to healthcare providers and others to obtain data, gain supersede endorsement, or otherwise resolve the Outsider Oddballs.
* Provide support to Pharmacists, both those in the office and those in other areas.
* Identify and escalate issues to senior-level staff as necessary.
**Essential Qualifications**
* High school diploma or equivalent (GED).
* Essential level computer skills (e.g., start and shut down computer, use mouse to point and click, start and shut down programs, switch between programs, save files, print documents, and access data online).
* Essential web browser skills to include opening a browser, typing URLs in the correct field, using a search engine, bookmarking a website, navigating using back/forward/stop buttons, and completing forms online.
* Intermediate level keyboarding skills (at least 25 WPM, typing by memory, organizing files).
* Ability to communicate effectively in writing and verbally.
* 18 years old or older.
**Preferred Qualifications**
* At least 1 year of pharmacy experience in a retail or call center environment.
* At least 1.5 years as a pharmacy technician with a declaration/enrollment by the state as conceded by the State Board for Pharmacies or widely recognized certification agency.
* Experience providing customer service to internal and external customers, including meeting quality standards for services, and assessment of customer satisfaction.
* Intermediate to advanced level keyboarding skills (at least 35 WPM, typing by memory, organizing files).
* Familiarity with Spanish and English.
**What We Offer**
* Competitive hourly rate of $25-$35/hour.
* Opportunity to work in a dynamic and growing company with a strong commitment to customer service and community involvement.
* Comprehensive training program to ensure your success in the role.
* Collaborative and supportive work environment with a team of experienced professionals.
* Opportunities for career growth and advancement within the company.
* Flexible remote work arrangement with a dedicated workspace.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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