Client Svcs Support Spec
Company Name:
Express Scripts
##
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the Most Admired Companies in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Express Scripts is a VEVRAA Federal Contractor.
##
ABOUT THE DEPARTMENT:
The mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM.
Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts get it right the first time to increase client satisfaction and reduce waste and the cost of rework.
## JOB DESCRIPTION
POSITION
Summary:
Handles escalated or complex inquiries from clients related to member specific pharmacy benefits. Work to research and resolve inquiries within CSC performance guidelines. Educates clients on their benefit design which will enable the client to better assist their members. Document inquiries and resolution in a centralized database. Help to identify repetitive issues or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development for team goals. Escalate issues as necessary.
ESSENTIAL FUNCTIONS :
Day to day contact with clients for issue resolution by handling inbound clients calls and written correspondence while maintaining service levels.
Make independent judgments in order to respond to complex or critical customer issues.
Work with other operational departments to research and resolve mail order and claims issues and respond to 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.
Works collaboratively with other CSC team members to ensure best practices are shared.
Other special projects as assigned.
Qualifications:
High school diploma or equivalent
2 or more years experience in a customer service setting, preferably 1 year in an ESI contact center environment
General PC knowledge including Microsoft Office, Internet, and email
Technical expertise of ESI's contact center systems
Knowledge and Abilities:
Knowledge of ESI products and services very helpful
Excellent phone presentation skills and communication skills
Demonstrated ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions with minimal supervision
Willingness to work a flexible schedule for peak call times
##
POSITION
Summary:
Handles escalated or complex inquiries from clients related to member specific pharmacy benefits. Work to research and resolve inquiries within CSC performance guidelines. Educates clients on their benefit design which will enable the client to better assist their members. Document inquiries and resolution in a centralized database. Help to identify repetitive issues or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development for team goals. Escalate issues as necessary.
ESSENTIAL FUNCTIONS :
Day to day contact with clients for issue resolution by handling inbound clients calls and written correspondence while maintaining service levels.
Make independent judgments in order to respond to complex or critical customer issues.
Work with other operational departments to research and resolve mail order and claims issues and respond to 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.
Works collaboratively with other CSC team members to ensure best practices are shared.
Other special projects as assigned.
Job Category: Operations
Primary Location: United States-Missouri-St. Louis
Work Locations: Saint Louis, MO - HQ 4 - 8640 Evans (3610)8640 EvansSt. Louis, 63134
Schedule: Full-time
Shift: 1st Shift
Employee Status: Regular
Travel: No
Work From Home?: NoEstimated Salary: $20 to $28 per hour based on qualifications.
Express Scripts
##
Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes. Join the company that Fortune magazine ranked as one of the Most Admired Companies in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services. We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation. Express Scripts is a VEVRAA Federal Contractor.
##
ABOUT THE DEPARTMENT:
The mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM.
Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts get it right the first time to increase client satisfaction and reduce waste and the cost of rework.
## JOB DESCRIPTION
POSITION
Summary:
Handles escalated or complex inquiries from clients related to member specific pharmacy benefits. Work to research and resolve inquiries within CSC performance guidelines. Educates clients on their benefit design which will enable the client to better assist their members. Document inquiries and resolution in a centralized database. Help to identify repetitive issues or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development for team goals. Escalate issues as necessary.
ESSENTIAL FUNCTIONS :
Day to day contact with clients for issue resolution by handling inbound clients calls and written correspondence while maintaining service levels.
Make independent judgments in order to respond to complex or critical customer issues.
Work with other operational departments to research and resolve mail order and claims issues and respond to 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.
Works collaboratively with other CSC team members to ensure best practices are shared.
Other special projects as assigned.
Qualifications:
High school diploma or equivalent
2 or more years experience in a customer service setting, preferably 1 year in an ESI contact center environment
General PC knowledge including Microsoft Office, Internet, and email
Technical expertise of ESI's contact center systems
Knowledge and Abilities:
Knowledge of ESI products and services very helpful
Excellent phone presentation skills and communication skills
Demonstrated ability to handle challenging customers in a professional manner
Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions with minimal supervision
Willingness to work a flexible schedule for peak call times
##
POSITION
Summary:
Handles escalated or complex inquiries from clients related to member specific pharmacy benefits. Work to research and resolve inquiries within CSC performance guidelines. Educates clients on their benefit design which will enable the client to better assist their members. Document inquiries and resolution in a centralized database. Help to identify repetitive issues or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development for team goals. Escalate issues as necessary.
ESSENTIAL FUNCTIONS :
Day to day contact with clients for issue resolution by handling inbound clients calls and written correspondence while maintaining service levels.
Make independent judgments in order to respond to complex or critical customer issues.
Work with other operational departments to research and resolve mail order and claims issues and respond to 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.
Works collaboratively with other CSC team members to ensure best practices are shared.
Other special projects as assigned.
Job Category: Operations
Primary Location: United States-Missouri-St. Louis
Work Locations: Saint Louis, MO - HQ 4 - 8640 Evans (3610)8640 EvansSt. Louis, 63134
Schedule: Full-time
Shift: 1st Shift
Employee Status: Regular
Travel: No
Work From Home?: NoEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
