Job Title

Customer Service Representative Tier 1 Position: Customer Service Representative Tier 1 Department: ProAct, Inc. Reports To: Customer Service Supervisor Type of Position: Non-exempt (Hourly) Location: ProAct, Inc. Syracuse or Gouverneur, NY Job Code: 320 Travel: Required travel to Gouverneur Help Desk for initial training. Potentially 2-4 days per week for first 4-6 weeks. Scope of Responsibilities: Acquires skillset and knowledge of PBM and mail order resources, within their respective platforms, to effectively answer and document member related inquiries, complete eligibility updates and service member and client request in an accurate and efficient manner. Job Summary: Entry level position. Works under direct supervision following standard procedures and best practices to accomplish assigned tasks, undergoing job training, assisting staff members to complete daily duties and works toward answering incoming and making outbound calls independently. Provide support as needed to peers, leaders and other ProAct administrative resources. Job Duties: Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members. Understand, master and gain efficiency in systems leveraged by the Help Desk. Provide Help Desk resolution of customer service issues to ensure complete client satisfaction. Provide Help Desk resolution of Pharmacy Network problems to ensure complete client satisfaction. Assist with and adopt readiness for the startup of new clients including new group enrollments, changes, and deletions. Assist with on-site resolution of customer service issues to clients as needed. Participates and supports in the augmentation of training and development efforts of our helpdesk. Performs office duties as needed (includes copying, collating, mailings, filing, credit cards) Responsible for completing all mandatory and regulatory training programs Required Training: HIPAA Privacy Course HIPAA Security Course Job Skill Requirements: Exceptional phone and listening skills. Exceptional written and verbal communication skills Preferred PC skills including Microsoft Office Behavioral Traits Required: Cooperation: Must work harmoniously and effectively with fellow employees, supervisors and others in contact. Initiative: Must work within supervision guidelines and assume additional responsibilities. Flexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned work. Adaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences. Involvement: Must enjoy the demands of the job and work with interest and enthusiasm. Customer Service: Must provide appropriate customer service (for ProAct customers, fellow employees and business partners), listen attentively to their needs and respond appropriately. Safety: Must take care of equipment and employ good safety habits. Leadership: Lead by example as a model employee. Attendance Requirements: Must be available, and on time for scheduled work shifts. Educational Requirements: Minimum: High School Diploma or GED Experience: Preferred: 0-2 years experience as Rx Technician or Customer Service Representative in a health care related service. Special Conditions of Employment: Drug test Initial and continuous exclusion and sanction/disciplinary monitoring. Any and all additional eligibility requirements based on the specific position.