Customer Care Representative

Location: Remote

Shifts: Candidates must be open to working any shift. Shifts will be determined based on assessment scores.

About Capital Rx

Capital Rx is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Capital Rx’s mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Capital Rx delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology and service is the reason why Capital Rx is among the fastest-growing PBMs in the country.

Position Responsibilities:

• Triage incoming phone calls from members and pharmacies with minimal support and ask probing questions to identify and resolve all issues and address concerns expediently
• Provide support for call center staff including other technicians and call service representatives
• Identify, document, and escalate member and pharmacy concerns to the appropriate internal team including various members of the Operations Team
• Effectively communicate issues and resolutions to members, pharmacies, and appropriate internal stakeholders to ensure customers receive quality care and the resolution meets all health and safety standards
• Ensure customer satisfaction, extraordinary customer care, and quality resolution with genuine compassion in a fast paced, startup environment
• Follow all internal Standard Operating Procedures and adhere to HIPAA guidelines and Company policies
• Support the Fraud, Waste, and Abuse program by reviewing pharmacy claims information and communicating findings to appropriate internal staff
• Perform other customer support duties as assigned

Required Qualifications:

• High school diploma or the equivalent; Associates or Bachelor’s degree preferred
• 2+ year of customer service, call center, and health care experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication
• 2+ years of pharmacy technician experience in retail Pharmacy, health plan, hospital, or in another clinical pharmacy setting; PBM or related Health Care experience welcomed
• Ability to work independently with minimal supervision, stay productive in a remote, high-volume, metric driven call center environment
• Bilingual Spanish preferred
• Medicare experience preferred

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.