Sr Rep Pharmacy Spclty Mail in Monroeville, Pennsylvania | DiversityInc Careers

Sr Rep Pharmacy Spclty Mail

Job DescriptionDuties and Responsibilities:
1. Sr Rep Pharmacy Specialty Mail will provide a high level of customer service in resolving inbound escalations while maintaining team set productivity goals. May also include:
• Collaboration with all departments of CVS Specialty Pharmacy, Retail, and PBM operations to assist with the resolution of escalated customer service issues
• Creation of clear and concise documentation of escalated issues in the customers account and the Escalation tracker
• Routing of escalated issues in a timely manner to the appropriate functional groups
• Acting as inbound liaison for shipping companies to ensure delivery in a timely manner, including tracking and rerouting shipments
• Yearly completion of all compliance and integrity training set by CVS Health

2. Sr Rep Pharmacy Specialty Mail will handle all off phone functions related to inbound escalations up to and including:
• Research and resolution of patient dispensing disputes received via inbound escalations. (i.e. quantity written vs quantity dispensed)
• Front End determination of medication returns related to inbound escalations to include preparation and processing of mailers
• Research and processing of recon form for determined courtesy payment adjustment within set threshold
• Collection and transfer to RPH on all Adverse Drug Event (ADE) information via inbound phone request
• Mentoring and providing education and guidance to PSRs by answering questions and instilling the proper policies and procedures to successfully service Specialty patients

3. Support Pharmacy Service Representative functions as business requires, including:
• Patient contact to include refill and new patient completion and processing of orders
• Identifying and forward colleague coaching opportunities, patient concerns, and trends to supervisors regarding processes/procedures

4. Provide crossover support to Specialty Escalations:
• Research and recommendation for bad debt review adjustments over set thresholdRequired QualificationsAt least one year of internal experience within Specialty, supporting Core inbound phones.
Six months of meeting to exceeding metrics, including attendance.Preferred QualificationsPreferred progressive experience within Specialty, either as SME on the team or in training; or has moved up to either a PSR II, III.Education• High School Diploma or equivalentBusiness OverviewCVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking Advice and Counsel

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: