Job details
Job type full-time
Full job description
For 30 years, welldyne has leveraged our clinical expertise to drive improved health outcomes for our clients and membersNow, we’ve scaled our business, added a deep commitment to innovation and are prepared to challenge the status quo in this industryWe’re on a quest to fill the gap that exists today for pbm options serving the middle marketWe offer the lowest net-cost solutions, highest-touch customer service and best-possible clinical results.
This is a work from home role, but candidates must reside within 1 hour from our lakeland, fl office.
Summary
This is a critical position requiring excellent customer interaction skillsIndividual is expected to enhance member satisfaction with welldyne by responding to incoming phone calls with professionalism and compassionProblem-solving skills are essential in addition to a service mindsetThis position is the focal point for all members placing orders for the mail order pharmacy or checking status of orders, often times the single point of contact with members.
This position has bonus earning potential in addition to your base pay rate
Full-time benefit eligible role
Essential duties and responsibilities
Respond in a prompt, professional and courteous manner to member questions regarding placement of an order and/or the status of an order
Provide basic level of customer support; referring complex issues or questions to appropriate support staff
Use computer to access member records and process orders
Handle difficult people and problems professionally
Trained in processing, orders and inquires for general or specific queues
Other tasks as assigned
Education and experience
High school diploma or equivalent required.
Post high school or specialized training a plus
One year experience in customer service call center environment highly preferred
Pbm or healthcare industry experience desired
Knowledge, skills, and abilities
Positive attitude with excellent customer service mindset, working in a way that demonstrates welldyne commitment to incredible service
Computer proficiency to navigate required databases and operate in required software packages
Computer proficiency to navigate required databases and operate in required software packages
Excellent communication skills, both written and oral.
Strong interpersonal skill
Interested in working with people with a strong desire to resolve problems
Able to work under pressure
Strong attention to detail
Able to notate accurately customer issues during call in the provided format
Creative problem solver and effective at conflict resolution
Ability to work flexible hours as needed in a 24/7 environment
Ability to learn in a virtual environment
Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift
Equipment and connection requirements- for remote candidates
Internet speed minimum: 100mbs download / 10mbs upload that will be verified by hr in a speed test
Cell phone to allow vpn push to connect to network and allow for support resources
Dedicated workspace to reduce background noise
Home computer with video capabilities as well as the ability to support webex* will be required for interview and initial training weekCompany equipment will be provided by week 2.
Modem/router has to be close enough to plug in a 10ft network cable (has to be hard wired)
Work environment / physical demands
This position is in a typical office environment which requires prolonged sitting in front of a computerRequires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipmentMay have occasional high stress when dealing with customers/clientsSome travel may be required.
Eoe m/f/d/v
