Customer Service Senior Representative, Per Diem - Accredo

*per diem position

*

Accredo is currently seeking a Customer Service Senior Representative.

The CSR works within the fast-paced environment of the Central Nursing Team to complete non-clinical projects and functions to deliver straightforward administrative and/or other basic business services in Customer Service.

As a first line of contact, this role will independently assist both internal and external clients within scope by clarifying and researching desired information and resolving non-clinical problems within the nursing department, p erforming research to respond to inquiries and interpreting to determine most effective response timely.

Works with Nurse Managers/Supervisors, field staff, and patients to schedule visits for home infusion within a region of branches.

Completes all nurse assignments for patients, reschedules visits based on patient availability, staff new patients with appropriate nurses, and proactively monitors all patient appointments to confirm accuracy.

Works with pharmacy, reimbursement, and nursing departments as coordinator for nursing referrals.

Works with various staff, departments, and prescribers via fax, email, IM, and phone.

Monitors both personal email as well as nursing mailboxes for follow up needed, prioritizing by ask.

Manipulates multiple Excel documents to determine what needs to be completed and urgency of completion.

Responds timely to inquiries from patients, field staff, and other departments for information and assistance regarding nursing and patient referrals and schedules.

Position requires excellent interpersonal skills, use of multiple programs, critical thinking, multi-tasking, retention, professional maturity, and flexibility.

Independently responds to inquiries ranging from routine to moderate complexity.

Issues tend to be routine in nature.

Excellent knowledge and understanding of Customer Service and business/operating processes and procedures.

Works with clearly defined procedures under minimal to medium supervision.

Enhances organization reputation by accepting ownership for responding to new and different requests.

Escalates issues as necessary.

RESPONSIBILITIES:


* Use of pharmacy and scheduling programs for documentation and nurse scheduling of home infusion visits.


* Proactively communicate to field staff, nursemanagement,and patients.


* Investigate/research issues and provide resolution.


* Take initiative for problem solving with ability to multitask effectively and use critical thinking.


* Correct and timely entry of data in appropriate systems.


* A pro-active work ethic with ability to be managed/trained virtually


* High proficiency and regular use of Excel and Outlook

QUALIFICATIONS


* High School education or GED.


* 5+ years of relevant Customer Service experience.


* Microsoft Office Suite.


* Extremely detailed oriented.


* Excellent written and oral professional communication skills.


* Ability to adapt in a dyn...