Customer Service Coordinator Remote

Profile

Description

The Consumer Service Operations Representative 3 is responsible for the daily activities across multiple service functions area. The Consumer Service Operations Representative 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

Responsibilities

This position is for Enclara Pharmacia, a Humana company. Enclara, is a wholly owned hospice and palliative care pharmacy business acquired by Humana in 2021. Enclara is the nation's largest full-service pharmacy benefits manager (PBM) specifically for the hospice and palliative care sectors. Serving over 450 customers and nearly 100,000 patients nationally, Enclara works closely with hospices to reduce pharmacy costs, improve patient care and support caregivers through: digital innovations, flexible medication access, one-on-one clinical support, and excellent customer service.

Schedule: Monday through Friday 12:30PM to 9:00PM EST

Summary

The Customer Service Coordinator will serve as a liaison between Account Management and Enclara Pharmacia departments to provide accurate and timely responses to client inquiries and reporting deliverables. The Customer Service Coordinator will be the primary contact for internal Enclara Pharmacia teams and E3 mobile application clients to ensure a superior level of customer service is provided to our hospice partners.

Essential Duties and Responsibilities:


Collaborate and maintain strong relationships with Account Management and other leaders across the organization to support a highly responsive client issue resolution model.
Monitor incoming case queues to ensure cases submitted by Account Management, Patient Care Operations, or directly from customers are appropriately assigned within Customer Service, or to other departments as needed for timely follow-up and resolution.
Review and update open cases via SalesForce (SF) to ensure all cases are effectively researched, and resolution communicated in accordance with service delivery goals.
Research reported quality issues to determine root cause and corrective/preventative actions using advanced knowledge of PCO workflows, Infinity, E3 Mobile, E3 Connect, Verint, Fortis, and other internal systems as required.
Ensure the accuracy of all documentation and reporting submitted to customers, and the Account Management & Patient Care Operations leadership teams.
Communicate status updates on outstanding issues exceeding turnaround time goals to all necessary parties and escalate for immediate follow-up.
Escalate to Patient Care Operations leadership any issues, concerns or observations that may impact the customer relationship
Answer Customer Service telephone calls as scheduled for timely processing of inbound calls for appropriate follow-up as needed.
Monitor incoming client requests via email or via telephone calls regarding E3 mobile application and provide resolution while maintaining outstanding level of communication electronically or via verbal communication with the client.
Manage special projects related to client initiatives as assigned.
Perform other duties as assigned by Customer Service leadership


Qualifications:


Ability to prioritize and manage multiple tasks in a fast-paced team environment
Demonstrated superior written and verbal communication skills
Ability to problem solve, escalate as needed and meet established deadlines
Strong organizational, self-management and follow-up skill set
Ability to identify, solve and take ownership of issues
Ability to interact with all stakeholders on behalf of clients and command high level of performance
Strong customer service skills and professional demeanor


Computer Skills:


Must possess knowledge of Microsoft Excel, Outlook and Word
Working knowledge of Microsoft Powerpoint (preferred)
Working knowledge of Enclara Pharmacia systems (preferred)


Education and Experience:


High School Diploma or equivalent
Minimum two years college (preferred)
Three to five years customer service experience preferred
Previous project management experience preferred


Certificates, Licenses, Registrations:


CPhT preferred


Interview Format:

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email/text correspondence inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from **** with instructions to add the information into the application at Humana's secure website.

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Company info

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