Customer Service Representative, Pharmacy Services (Remote) (Bilingual)
Job Description
Job Description
Job Summary
Molina Pharmacy Services/Management staff work to ensure that Molina members, providers, and pharmacies have access to all medically necessary prescription drugs and those drugs are used in a cost-effective, safe manner. These jobs are responsible for creating, operating, and monitoring Molina Health Plan's pharmacy benefit programs in accordance with all federal and state laws.
The MTM Pharmacy Service Representative is responsible for performing outreach attempts and handle inbound calls for our Molina Healthcare members. Duties include, but are not limited to, transferring members to internal departments for medication reviews, scheduling appointments, and acting as a liaison between other departments.
Job Duties
Handles and records inbound/outbound pharmacy calls in required systems from members, providers, pharmacists, pharmacies, and technicians to meet departmental and CMS standards.
Enforce HIPAA compliance standards and regulations while maintaining guidelines and other necessary information for our providers, members, technicians and pharmacists.
Provides clerical services and support to the pharmacist and technicians staff with day-to-day operations as delegated.
Follow policies and procedures for appropriate call resolution or transfer to internal departments as required
Utilize appropriate resources to ensure members contact information is current and up to date.
Effectively communicate general Medicare and Medicaid plan benefits to existing members.
Interact with appropriate primary care providers to ensure patient registry is current and accurate.
Support pharmacists with completion of comprehensive medication reviews through pre-work up to case preparation.
Proactively identify ways to improve member relations.
Job Qualifications
REQUIRED EDUCATION:
High School Diploma or equivalency
REQUIRED EXPERIENCE/KNOWLEDGE, SKILLS & ABILITIES:
1-3 years of call center or customer service experience
Excellent customer service skills
Ability to work independently when assigned special projects, such as pill box requests, CM referrals, OTC requests, etc.
Strong verbal and written skills and excellent phone etiquette
Ability to multi-task applications while speaking with members
Proficient in using Microsoft Office programs (Word, Excel, MS Teams, and Outlook)
PREFERRED EDUCATION:
Associate's Degree
PREFERRED EXPERIENCE:
3-5 years; healthcare industry experience preferred
Bilingual: Spanish, Mandarin, Korean, Yue Chinese, Vietnamese
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
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