Patient Care Advocate II

Express Scripts

(Warrendale, Pennsylvania)
Full Time
Job Posting Details
About Express Scripts
At Express Scripts we believe in practicing pharmacy smarter. We put medicine within reach of tens of millions of people by aligning with our customers, taking bold action and delivering patient-centered care to make better health more affordable and accessible.
Summary
Work closely along with the drug interaction pharmacist team. Completing corrections for the drug interaction team processing refill too soon orders for drug interaction, C30 edits and quality review orders -initiation of phone outreach to prescribers and transfer of call to the drug interaction pharmacist. Document issues and resolution in a common database. Help to identify repetitive problems or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development. Escalate issues as necessary.
Responsibilities
* Handle inbound clients calls and written correspondence and questions via the web while maintaining service levels. Make independent judgments in order to respond to complex or critical customer issues. May take overflow calls from members, physicians and providers. * Work with other operational departments to research and resolve mail order and claims issues and respond to members, clients and account managers within performance agreement guidelines. * Maintain accurate and complete documentation of all inquiries. Identify, document and report all repetitive questions and/or problems and recommend potential solutions. * Assist with work distribution, expedition, and the development of work plans for reps. * Other special projects as assigned. * Provide on-the -job training for new or existing reps. Work collaboratively with other CSA’s/CSR’s to ensure that best-practices are shared.
Ideal Candidate
* High School Diploma or GED * 1-2 years of relevant experience * General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills * Ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions; Willingness to work a flexible schedule for peak call times

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