Position Summary: 

Customer Service Representative (CSR) takes in-bound calls from providers, pharmacies, members, etc providing professional and courteous phone assistance to all callers through the criteria based prior authorization process. Certified Pharmacy Technicians (CPhT) are preferred and compensated based experience.  

CSR will also assist with other duties as needed to include but not limited to outbound calls, reviewing and processing prior authorizations (PA) for members’ prescriptions received via fax and electronic PA (ePA), and monitoring and responding to inquiries through department mailboxes. Additionally, the CSR will support other tasks as assigned by the leadership team. This is a fast-paced position that requires strong attention to detail and the ability to multi-task effectively.  

Work Schedule(s) available: We are seeking individuals open to working a 40 hour shift/schedule anytime Monday - Sunday between 8am-9pm EST. You will be given a set schedule after training based on business needs  

Training: 12 weeks, Monday - Friday 7:00am - 3:30pm MST (100% attendance required) 

Career Development Opportunities: 
After training you will have the opportunity to earn a Certified Pharmacy Technician Certificate through an apprenticeship program.

Responsibilities % Time*: 

Effectively manage work volume by handling inbound calls/fax/ePA requests utilizing appropriate courteous and professional behavior based upon established standards. 40% 

Comply with departmental, company, and federal requirements when processing all information to ensure accuracy of information being provided to internal and external customers. 40% 

Communication with other internal groups regarding determination status and results (seniors, pharmacists, appeals, etc). 10% 

Identify and elevate clinical inquiries to the pharmacist team as appropriate. 10% 

 
Required Qualifications: 

• One year of Customer Service experience role handling and resolving a high volume of complex customer needs over the phone and demonstrated ability to deliver high-quality customer service. 

• Proficient PC skills, computer literacy, basic Google Suite skills, Windows-based applications like Windows, Microsoft Office, internet navigation, email applications and ability to navigate systems.  Strong keyboard skills are essential. 

• Must be able to multitask and utilize multiple system applications simultaneously.  

• Deliver confident and professional service to providers and internal partners.  

• Must be able to absorb presented information, display motivation, seek development and problem solve.  

Preferred Qualifications: 

• Active Arizona Pharmacy Technician License or Registered/Licensed Pharmacy Technician Trainee. 

• Valid/Active PTCB Certification or NHA Certification. 

• Basic pharmaceutical knowledge pertaining to terminology, calculations, and protocols. 

• Experience working in a retail, hospital, medical office, or pharmacy setting.