Facility Customer Care Agent

Customer Services Representative

PharMerica is a closed-door pharmacy where you can focus on fulfilling the pharmaceutical needs of our long-term care and senior living clients. We offer a non-retail pharmacy environment. Our organization is in high growth mode, which means advancement opportunities for individuals who are looking for career progression.

This is not a remote opportunity. Candidates must live within a commutable distance to Arlington, TX. Hybrid position with ability to work from home 3 days per week once training (6 weeks) is completed.

Work Schedule: 12:00am - 8:30pm with Monday and Thursday's off

We offer:

• DailyPay
• Flexible schedules
• Competitive pay
• Shift differential
• Health, dental, vision and life insurance benefits
• Company paid STD and LTD
• Tuition Assistance
• Employee Discount Program
• 401k
• Paid-time off
• Tuition reimbursement
• Non-retail/Closed-door environment

This position will be posted for 8 business days.

Responsibilities

• Receives in-bound communications from customers and/or facility personnel.
• Documenting real-time call in CRM, following customer-centric questioning to gather pertinent facts, recording situation electronically, and forwarding concerns to appropriate (department) functional area for resolution.
• Associate will assist with follow-up on issues and serve as point of contact between client and PharMerica to ensure customer satisfaction and positive customer outcome.
• Determines type of inquiry, documenting issue into CRM database, assigning each issue by functional area (Pharmacy Ops, Clinical, Billing, Client Services and CSR) for investigation, resolution, and follow-up.
• Works with other functional areas to resolve customer issues, documents case in the system database, and notifies appropriate parties of what course of action needs to be taken for resolution.
• Works with Pharmacy General Managers and RBO's to resolve customer concerns and issues.
• Works with associates in other functional areas, regional account management representatives and regional operations to resolve customer service problems.
• Works with patients, collecting customer satisfaction information to satisfy requirements based on quality of service.
• Performs other tasks as assigned.
• Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed above are representative of the knowledge, skill, and/or ability required.
• Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• Education/Learning Experience
• Required: High School Diploma or Equivalent
• Work Experience
• Required: 6 months in high volume inbound Call Center/Customer Service
• Desired: Previous experience in Healthcare
• Skills/Knowledge
• Required: Ability to communicate clearly both written and verbal formats.
• Ability to use Microsoft Office (Outlook, Word)
• Behavior Competencies
• Required: Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Ethics, Organizational Support, Judgment, Planning/Organizing, Professionalism

About Our Line of Business

PharMerica, an affiliate of BrightSpring Health Services, is a full-service pharmacy solution providing value beyond medication. PharMerica is the long-term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations, and post-acute care organizations. PharMerica is one of the nation's largest pharmacy companies, offering unmatched company culture, employee development, and advancement opportunities.

Salary Range

USD $15.00 - $16.50 / Hour