Job Description

Help Desk Specialist

Scope of Responsibilities: Acquires skillset and knowledge of PBM and mail order resources, within their respective platforms, to effectively answer and document member related inquiries, complete eligibility updates and service member and client request in an accurate and efficient manner.

Job Summary: Entry level position. Works under direct supervision following standard procedures and best practices to accomplish assigned tasks, undergoing job training, assisting staff members to complete daily duties and works toward answering incoming and making outbound calls independently. Provide support as needed to peers, leaders and other ProAct administrative resources.

Responsibilities

Job Duties:

• Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members.
• Understand, master and gain efficiency in systems leveraged by the Help Desk.
• Provide Help Desk resolution of customer service issues to insure complete client satisfaction.
• Provide Help Desk resolution of Pharmacy Network problems to insure complete client satisfaction.
• Assist with and adopt readiness for the startup of new clients including new group enrollments, changes, and deletions.
• Assist with on-site client orientation, health fairs and business conferences as needed.
• Assist with on-site resolution of customer service issues to clients as needed.
• Performs office duties as needed (includes copying, collating, mailings, filing, credit cards)
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Qualifications

Attendance Requirements:

• Must be available, and on time for scheduled work shifts.

Educational Requirements:

• Preferred: High School Diploma or GED, or equivalent experience

Experience:

• Preferred: 0-2 years experience as Rx Technician or Customer Service Representative in a health care related service.

Special Conditions of Employment:

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position

Required Training:

• HIPAA Privacy Course
• HIPAA Security Course

Job Skill Requirements:

• Exceptional phone and listening skills.
• Exceptional written and verbal communication skills
• Preferred PC skills including Microsoft Office

Compensation

$16.00 per hour. The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience, and education.

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state, and federal regulations as it pertains to minimum wage requirements.

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