Associate Customer Support – Contact Center Agent (SPBM) Full Time

Remote

Description:

DSI is searching for a Certified Pharmacy Technician who will have the responsibilities listed below.

Responsibilities:

• Receives and responds to Call Center calls for the Help Desk; responds to moderately complex customer questions and/or forwards call to appropriate personnel.
• Research customer inquiries and responds to appropriate parties in a timely manner.
• Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
• Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.
• Will possibly decision Prior Authorizations

Requirements:

• Certified Pharmacy Technician.
• 4 or more years of healthcare, healthcare technology and delivery, or MMIS business process outsourcing, and supervisory experience required.
• Proficient in Proficient in Microsoft Office and contact center hardware and software applications used to manage contact center and back-office operations [CXone, Verint, etc.].
• Strong customer service skills, verbal and written communication, and interpersonal skills.
• Ability to interpret data.
• Attention to detail, self-discipline, and self-motivation i.e., ability and discernment to make decisions and proactively solve challenges in an ambiguous, fast paced environment.

About Diversified Systems

Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.

Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

Diversity, Equity and Inclusion

DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusivity by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.