Pharmacy Help Desk Representative

FIND YOUR FUTURE

Were excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.

Overview

The Pharmacy Help Desk Representative will be responsible for providing assistance to our pharmacies as well as internal servicing representatives in addressing and resolving pharmacy issues regarding reimbursement, proper utilization of policies and procedures and coordinating resolution to streamline the process through pharmacy education. These individuals must maintain our goals in achieving service levels and increasing the pharmacist satisfaction rate, the pharmacy help desk representative will function as a pharmacy advocate. This position will also assist with the entry of prior authorizations and other projects and assignments to support the pharmacy department. This position will assist with the training of new pharmacy help desk representatives and will act as a back up to member services phone lines. Occasional holidays, weekends, overtime, and on-call responsibilities are a requirement of the position.

Qualifications

High School diploma or GED required; Associates degree preferred.

Six (6) months experience handling self-funded pharmacy calls or working for a health insurance company or physician’s office interacting with pharmacies; OR pharmacy tech certification required.

General knowledge of drug names, therapeutic categories, dosage forms, manufacturers, and packaging.

Excellent written and verbal communication skills and problem-solving skills required, including the capability to absorb new concepts.

PC and Windows experience required, including typing skills.

Familiarity with on-line claim systems preferred.

Demonstration of math aptitude for purposes of calculating simple drug requirements when given dosing and price calculations.

Proven examples of displaying the Pharmacy Benefit Dimensions (PBD) values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.

Essential Accountabilities

A. Customer Servicing

Answer all types of provider phone calls and written correspondence in a timely fashion, with minimal supervision by a manager. Ensure that providers are obtaining accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries. All calls to be logged into call documentation systems.

Answer and document inquiries by internal customers including, but not limited to our servicing representatives and sales representatives.

Answer member services calls as needed and document appropriately.

Responsible for being logged in and ready to take calls at the start time of shift.

Exercise a courteous, efficient, respectful, and timely response to all internal and external customers.

Attend customer service training sessions and additional pharmacy system training as needed.

“On-call” responsibilities on a rotating basis.

In addition to assisting PBD departments with employee training, will assist with check and voucher questions and special projects as needed.

B. Technical Proficiency

Maintain technical knowledge regarding Independent Health and PBD pharmacy contracts and benefits and working knowledge of policies and procedures and department lists; and maintain updates on a daily basis. Assist in interpreting database information as it relates to pharmacy claims processing.

Assist with PBM implementation by identifying potential issues and entering prior authorizations to reduce/avoid disruption and ensure smooth transition for new PBM plans/members.

Assist the Pharmacy systems department with various data entry projects/information as they relate to pharmacy claims processing.

C. Administrative Duties

Provide accurate and up-to-date information to all pharmacy providers by documenting pertinent information into Siebel; assist other departments in responding to questions from any pharmacy department mailing.

Assist with preparation (triaging), logging in and logging out of authorization requests during evening and weekend shifts. Assist authorization area of the pharmacy department during the day, if needed.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $19

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here (http://www.independenthealth.com/about/careers/additional-eeo-aap-information) for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.

The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.

Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you’re part of something special, in your work and in the community.

We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.

We are committed to doing what matters most – reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here (http://www.independenthealth.com/about/community-report) to view our Community Reports.

Apply today and join us on the journey to a happier, healthier, and more inclusive community.

We are a drug-free workplace. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: accommodations@independenthealth.com or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.

Please note, we do not accept unsolicited resumes. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.