Sr Customer Service Representative - Specialty Mail
Buffalo Grove , Illinois
April 04, 2017
The Sr. Customer Service Representative (Sr. CSR) is responsible for understanding and answering questions from program hotlines about complex Specialty programs that have been developed by pharmacy operations, sales, and marketing to drive new business. The Sr. CSR must understand the complexities of the Caremark Presciription Benefit Management Division to assist callers. Direct clinical or reimbursement related questions to the appropriate individual within the Specialty Pharmacy and maintain and build relationships with key treatment centers and referral sources. The Sr. CSR will participate in outbound call projects for client implementations to ensure smooth transition for customers already on therapy. Participate in performance improvement activities by providing input, collecting data, and reporting & auditing projects. This position also acts as first point of contact/subject matter expert for questions and escalations within the Customer Care Department and will also act as a resource for other areas within the Company for Specialty Customer Care. Must be able to deal effectively with difficult customers and successfully track issues to resolution. This position is also responsible for a variety of administrative duties such as collecting data, reporting, auditing, and other projects assigned by supervisors/management. The Sr. CSR will participate in the training and mentoring of new staff members and is involved in the ongoing training of existing staff members and provide visual leadership support within the Department. Will stay up-to-date and current on all developments within the department and company related to specialty product offerings. Adheres to department and company policies and procedures. Participate in Team Meetings and facilitiate these meetings when needed. Must be flexible to changes and work schedules as business requires. 500103

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