Customer Care Representative (Inbound Contact Center)

Job Description

Job Description

Description:

Join a Team That Makes a Difference

Are you passionate about providing exceptional customer service and creating meaningful experiences for every customer? We're looking for compassionate, dependable, and customer-focused professionals to join our growing inbound contact center team.

In this role, you'll serve as the first point of contact for patients, healthcare providers, pharmacies, and other stakeholders, providing a true white glove service experience through empathy, professionalism, active listening, and efficient problem-solving. Every interaction matters, and our goal is to ensure each customer feels valued, supported, and cared for throughout their medication access journey.

If you enjoy helping people, thrive in a fast-paced environment, and take pride in delivering outstanding service, we'd love to hear from you.

What You'll Do

• Answer a high volume of inbound customer and healthcare provider calls in a professional and timely manner.
• Deliver a personalized, white glove customer experience on every interaction.
• Listen actively to understand customer needs and provide accurate information and solutions.
• Perform benefits investigations and insurance verification to determine patient eligibility, coverage, and reimbursement information.
• Support patients, providers, and pharmacies throughout the pharmacy HUB process.
• Assist with prior authorizations, appeals, copay assistance programs, and Patient Assistance Programs (PAP), as applicable.
• Document customer interactions thoroughly and accurately while maintaining detailed case notes and case management records.
• Navigate multiple computer systems simultaneously while speaking with customers.
• Meet established performance metrics, including quality, productivity, attendance, and schedule adherence.
• Maintain confidentiality and ensure compliance with HIPAA, PHI, and all applicable healthcare privacy regulations.
• Collaborate with team members and leadership to continuously improve the customer experience.
• Adapt to changing processes, technology, and business needs.

Why Join Our Team?

• Paid training.
• Company-provided equipment.
• Monday–Friday schedule.
• Possible opportunities for overtime.
• Supportive leadership and team environment.
• Career growth and advancement opportunities.
• The opportunity to make a meaningful impact by helping customers every day.

What We're Looking For

• Passion for delivering exceptional customer service.
• Strong verbal and written communication skills.
• Ability to remain calm, professional, and empathetic during difficult conversations.
• Excellent problem-solving and critical thinking skills.
• Comfortable working in a fast-paced, high-call-volume contact center environment.
• Strong computer skills with the ability to navigate multiple applications simultaneously.
• Strong attention to detail with excellent documentation and case management skills.
• Reliable attendance and punctuality.
• Self-motivated with the ability to work independently in a remote environment.
• Positive attitude and willingness to learn.

Required Qualifications

• High school diploma or GED required.
• 3+ years of customer service
• Experience working with HIPAA and PHI requirements.
• Strong documentation and case management skills.
• Ability to type and accurately document conversations while speaking with customers.

Preferred Qualifications

• Manufacturer HUB experience.
• Patient Assistance Program (PAP) and copay assistance program experience.
• Prior authorization experience.
• Appeals experience.
• Medical billing and/or reimbursement experience.
• Experience supporting specialty pharmacy or specialty medications.

Work Schedule

• Full-time, Monday through Friday.
• Eight-hour shifts scheduled between 8:00 AM and 8:00 PM Eastern Time.
• 30-minute unpaid lunch.
• Overtime opportunities and occasional mandatory overtime may be required based on business needs.

Remote Work Requirements

We provide the computer equipment needed to perform your job successfully.

Employees must provide:

• Reliable high-speed internet service.
• A quiet, distraction-free workspace suitable for professional customer interactions.
• Ability to maintain a secure work environment to protect customer information.

What Success Looks Like

The ideal candidate is someone who genuinely enjoys helping others, can confidently manage a high volume of inbound calls, embraces accountability, and consistently delivers a professional, compassionate, and personalized customer experience. Success in this role means effectively supporting patients through insurance verification, benefits investigations, medication access, and pharmacy HUB processes while maintaining accurate documentation, protecting sensitive information, and leaving every customer with a positive experience