[Hiring] Customer Care Advocate I @WellDyne

Role Description

This is a critical position requiring excellent customer interaction skills. The individual is expected to enhance customer satisfaction with WellDyne by responding to incoming phone calls with professionalism and compassion. Problem-solving skills are essential in addition to a service mindset. This position is the focal point for all customers inquiring about pharmacy benefits, placing orders for the mail order pharmacy, or checking the status of orders, often the single point of contact with customers.

Essential Duties and Responsibilities

• Respond in a prompt, professional, and courteous manner to customers’ questions regarding pharmacy benefits or placement and/or the status of an Rx order.
• Provide customer support, referring complex issues or questions to appropriate support staff as needed.
• Use multiple systems to access customer records, provide benefits information, process prescription orders, and provide the status of prescriptions or orders.
• Follow all processes and procedures.
• Handle difficult situations professionally.
• Other tasks as assigned.

Qualifications

• High School Diploma or equivalent; post High School or specialized training a plus.
• 1 year experience in healthcare customer service; call center environment is a plus.
• Proficiency in computer systems and navigating multiple applications.
• Excellent verbal and written communication and customer empathy skills.
• Ability to handle high call volumes and meet performance requirements.

Preferred

• Understanding of HIPAA and privacy regulations.
• Pharmacy or Pharmacy Benefits experience.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.

Shifts

• Monday to Friday 11am to 8pm.
• Training Classes Remote: Monday to Friday from 9am to 5:30pm starting on November 16th for the first week.

EOE

M/F/D/V