Pharmacy Customer Service Representative

ibex is hiring a Pharmacy Customer Service Representative to support customers, pharmacies, and healthcare providers with prescription, pharmacy benefit, billing, and coverage questions. The role involves handling high-volume inbound calls, researching and resolving issues across complex computer systems, documenting interactions, and delivering positive customer experiences.

Responsibilities:

• Answer inbound customer service calls and assist customers, pharmacies, and healthcare providers
• Help resolve questions related to:
• Prescription benefits
• Home delivery medications
• Billing and payments
• Eligibility and coverage
• Claims and authorizations
• Medication deliveries
• Research and resolve issues using multiple complex computer systems
• Listen actively, ask probing questions and develop positive relationships
• Accurately document customer interactions
• Make occasional follow-up calls when needed
• Deliver a positive customer experience on every interaction
• Strive to achieve first-call resolution
• Meet quality, productivity, and attendance expectations

Requirements:

• 18 years of age or older
• High School Diploma, GED, or equivalent
• At least 1 year of customer service experience
• Comfortable using computers and learning new systems
• Basic Microsoft Word and Excel skills
• Strong communication and problem-solving abilities
• Ability to work in a fast-paced environment
• Ability to attend all required training
• Flexibility to work full-time schedules, including evenings, weekends, holidays, and occasional overtime
• Private, distraction free workspace (not a shared/common area of the home)
• Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload. (5G, hotspots, and satellite internet not supported)
• Must remain on camera during working hours
• Call center experience
• Healthcare, pharmacy, insurance, or medical office experience
• Experience working remotely
• Familiarity with medical terminology or health benefits