Customer Service Representative

About the Role

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford's care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation's most respected academic medical centers and is leading the Future of Health: Detroit.

Location: Rochester Hills, Pharmacy Advantage

Schedule: Full Time Day Shifts

Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record.

Key Responsibilities

• Triages and forwards phone calls to the appropriate Hubs or RN for follow-up.
• Promptly and accurately confirms all patient demographic and nature of the calls.
• Ensures entry of demographic and operations information into the electronic medical record.
• Assists with ensuring the timely and accurate coordination of triaging calls.
• Completes new patient enrollments over the phone and triages the request to appropriate department.
• Communicates with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments.
• Greets and provides assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy.
• Initiates welcome call for new patients.
• Provides exceptional customer service in resolving problems with access to services, complaints, etc.
• Participates in initiatives related to process improvements and enhancements.
• Responsible for carrying out the quality improvement activities of the organization related to job duties.

Requirements & Tech Stack

• Computer proficiency
• Ability to accurately type
• Working knowledge of Microsoft Office
• Experience with Outlook preferred

Qualifications

• Requires high school diploma or G.E.D. equivalent. Associates degree preferred.
• Requires strong organization skills, and the ability to adapt rapidly to changing priorities and tasks.
• Previous pharmacy experience or office/administrative support experience preferred.