Nashville, United States
about 1 year ago
Pharmacy Technician Senior Representative
Office-based, telephonic only.
The Pharmacy Technician in the Stars Pharmacy Call Center will work within the Part D Medication Adherence area of the Cigna-HealthSpring Stars department. The Star rating system was developed by the Centers for Medicare & Medicaid Services (CMS) to measure the quality of care delivered by a health plan. This call center role performs telephonic outreach to Cigna-HealthSpring customers, pharmacies and providers for the purpose of addressing prescription medication adherence. You will be responsible for assisting customers to obtain prescribed medications, determine barriers to medication adherence and working to overcome those barriers by working with the clinical pharmacy team, physicians, and resources within the Medicare Health Plan. Primary Responsibilities include but are not limited to:
Telephonic outreach to members, pharmacies and providers.
Will work in a call queue where productivity and quality are monitored.
Meet service level goals (call quality, daily/weekly call performance expectations).
Maintain member privacy by strictly adhering to HIPAA regulations.
Answer complex telephonic questions from customers while ensuring a high level of customer service and maximizing productivity with minimum downtime.
Handles customer correspondence, complaints, and inquiries.
Will keep track of issues and timelines, research and resolve complex issues, and compile required documentation for daily activities.
Must maintain a professional, customer-centric demeanor at all times.