Program Support Representative I

Description:Hybrid position

• Performs duties and tasks related to the daily operations of the Network and provides support to the managed care/pharmacy services department, including primary telephone coverage, management of network database, and creation and distribution of network materials and communications.
• Performs basic computation, data entry, and review of materials submitted to program department by external customers.
• Performs routine follow up with customers regarding incoming questions from phone, email, or fax.
• Has awareness and understanding of program Help Desk roles, responses, and procedures.
• Works with other team members to ensure timely and proper completion of tasks and projects as assigned by management.
• Identifies and reports to management any process or system concerns/errors discovered through self-exploration or customer reported.
• Needs to be a strong team player.
• Actively participates in team and department meetings, trainings, and activities.
• Has an individual awareness of other aspects of program beyond your current role and responsibilities.
• Understands importance and function of the other teams within program and the relation to your team and functions.
• Works assigned shifts as provided in advance by management.
• Customer service skills to properly resolve common everyday issues to prevent escalations or customer complaints.
• Strong personal organizational skills to facilitate successful completion of tasks and priorities as assigned.
• Ability to work interdependently with other team members to accomplish daily tasks and processes.
• Ability to communicate effectively and professionally verbally, non-verbally, and in writing Introductory computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and Access; or similar database programs and structures.
• Introductory knowledge and experience in using features of Microsoft Outlook including: E-mail File Retention and Retrieval, Contact Management, and Calendar and Task Tracking Tools.
• Preferred working knowledge or experience of pharmacy benefit management companies and retail pharmacy operations.