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Call Center Representative

TruDataRx
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The Pharmacy Support Specialist I (PSS I) is the front-line ambassador for our pharmacy team. This role focuses heavily on delivering a high level of service by handling high-volume inbound communications from members and healthcare providers. The PSS I will be responsible for triaging incoming inquiries, managing administrative tasks, and ensuring all front-line interactions are resolved, logged, and routed accuratelyCore Responsibilities

  • Front-Line Customer Service: Answer and manage inbound calls from members and providers, consistently delivering a high level of professional service.
  • Call Triage & Routing: Efficiently triage complex clinical or technical inquiries, routing them to the appropriate clinical or advanced operations teams.
  • Concern Resolution: Resolve and meticulously log standard member or provider concerns in the internal tracking system.
  • Administrative Support: Complete foundational administrative tasks related to incoming prior authorizations and appeals (e.g., document sorting, data entry, case routing).
  • Outbound Outreach: Support the clinical pharmacy team by making routine outbound informational calls to members and providers.
  • Operational Flexibility: Perform additional basic operational projects and tasks as needed by the management team.

Requirements & Qualifications

  • Experience: Proven experience working in a call center or high-volume phone customer service environment is required.
  • Communication: Excellent verbal and written communication skills are a must.
  • Healthcare Knowledge: Experience in Pharmacy Benefit Management (PBM) operations or the general healthcare industry is preferred but not required.
  • Technical Comfort & CRM Navigation: Highly comfortable adapting to new digital tools and navigating multi-screen workflows, including Customer Relationship Management (CRM) modules, ticketing platforms, and basic database software to accurately log and route customer interactions. 
  • Technical Skills: Proficiency in Google Work products (Docs, Drive, Slides) and Microsoft Office (Word, PowerPoint, Excel).
  • Mindset: Fast learner with a strong interest in potential growth opportunities as product roles expand.