Patient Care Advocate II at Overland Park

Job Description

JOB SUMMARY:

Work closely along with the drug interaction pharmacist team. Completing corrections for the drug interaction team processing refill too soon orders for drug interaction, C30 edits and quality review orders -initiation of phone outreach to prescribers and transfer of call to the drug interaction pharmacist. Document issues and resolution in a common database. Help to identify repetitive problems or questions in order to pursue process or procedural changes. May assist supervisor with work distribution and work plan development. Escalate issues as necessary.

ESSENTIAL FUNCTIONS:

Handle inbound clients calls and written correspondence and questions via the web
While maintaining service levels. Make independent judgements in order to respond to complex or critical customer issues. May take overflow calls from members, physicians and providers.
Work with other operational departments to research and resolve mail order and claims issues and respond to members, clients and account managers within performance agreement guidelines.
Maintain accurate and complete documentation of all inquiries. Identify, document and report all repetitive questions and/or problems and recommend potential solutions
Assist with work distribution, expedition, and the development of work plans for representatives
Other special projects as assigned
Provide on-the job training for new or existing reps. Work collaboratively with other CSAs/CSRs to ensure that best-practices are shared

BASIC QUALIFICATIONS:

High school diploma or equivalent work experience
1-2 years of relevant experience
General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills
Ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions; Willingness to work a flexible schedule for peak call times

Job Requirements

Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.

Country: USA, State: Kansas, City: Overland Park, Company: Express Scripts.