Experienced Customer Service Representative – Specialty Pharmacy Inbound Call Center

At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming healthcare. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.

Join Our Team and Make a Difference in the Lives of Our Patients

We're seeking an experienced Customer Service Representative to join our Specialty Pharmacy Inbound Call Center team in San Juan, Puerto Rico. As a key member of our team, you will play a vital role in providing exceptional customer service to our patients, ensuring timely delivery of life-sustaining medications, and resolving complex customer needs over the phone. If you're passionate about helping others, have strong computer skills, and a willingness to learn, we encourage you to apply today.

About the Role

As a Customer Service Representative, you will be responsible for handling inbound calls from patients, responding to their inquiries, and resolving their issues in a timely and compassionate manner. Your primary focus will be on providing excellent customer service, ensuring patient satisfaction, and maintaining a high level of productivity. You will work in a fast-paced, metric-driven environment, where you will be expected to meet or exceed performance targets.

Key Responsibilities:

* Handle inbound calls from patients, responding to their inquiries and resolving their issues in a timely and compassionate manner

• Provide exceptional customer service, ensuring patient satisfaction and maintaining a high level of productivity
• Respond to patient inquiries regarding prescription refills, order status, benefits verification, and insurance coverage
• Resolve complex customer needs over the phone, using your problem-solving skills and knowledge of our products and services
• Work collaboratively with our team to ensure seamless communication and resolution of patient issues
• Meet or exceed performance targets, including call volume, resolution rates, and customer satisfaction scores

Training and Development

As a new hire, you will participate in a comprehensive 3-week training program, where you will learn about our products and services, our company culture, and our customer service standards. You will also receive ongoing training and development opportunities to enhance your skills and knowledge.

Work Environment and Culture

Our pharmacy has a high-energy culture, where we are passionate about providing excellent customer service with empathy while resolving patient questions on the first call. We value our colleagues and strive to create a workplace where every individual feels valued and that they belong. Our team is diverse, inclusive, and committed to fostering a culture of respect, empathy, and compassion.

Compensation and Benefits

We offer a competitive salary range of $17.00 - $25.65 per hour, depending on experience and qualifications. Our comprehensive benefits package includes:

• Affordable medical plan options
• 401(k) plan with matching company contributions
• Employee stock purchase plan
• No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs
• Confidential counseling and financial coaching
• Paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility

Requirements:

* Bilingual in both Spanish and English

• One year experience in a customer service role handling and resolving a high volume of complex customer needs over the phone
• One year work experience with Windows-based applications, including Windows, Microsoft Office, internet navigation, and email applications
• One year computer keyboarding experience, skills, and aptitude
• High School Diploma or Equivalent

Preferred Qualifications:

* Certified Pharmacy Technician, CPhT or ExCPT

• Prefer healthcare work experience and familiarity with benefits, insurance, prescriptions, medical terminology

Anticipated Weekly Hours:

40 hours per week

Time Type:

Full-time

Pay Range:

$17.00 - $25.65 per hour

Application Process:

Our application process is simple and straightforward: 1. Apply online 2. Take our Virtual Job Tryout to fast-track the recruitment process and start your career with arenaflex!

Onsite Training:

Our onsite training program is 3 weeks long, Monday through Friday from 9am-5pm. We do not train on Saturdays, but we will need people to be willing to work on Saturday once training is over.

Schedule:

You will be given a specific schedule based on business need and operating hours (Monday through Saturday). Some of the schedules we have available are:

• 7:30am – 4:30pm
• 9:00am – 6:00pm
• 10:00am – 7:00pm
• 1:00pm – 10:00pm

Join Our Team Today!

If you're passionate about helping others, have strong computer skills, and a willingness to learn, we encourage you to apply today. Our team is diverse, inclusive, and committed to fostering a culture of respect, empathy, and compassion. We offer a competitive salary range, comprehensive benefits package, and opportunities for career growth and development. Apply now and join our team of dedicated professionals who are making a difference in the lives of our patients! Apply for this job