Join Henry Ford Health as a Full Time Customer Service Representative and make an exciting impact on our Pharmacy Advantage team. 

GENERAL SUMMARY: 

Location: Rochester Hills, Pharmacy Advantage

Schedule: Full Time Days

Under general supervision of the Pharmacy Advantage Management team, the Customer Service Representative (CSR) responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record. 

PRINCIPLE DUTIES AND RESPONSIBILITIES: 

• Triages and forwards phone calls to the appropriate Hubs or RN for follow-up. 
• Promptly and accurately confirms all patient demographic and nature of the calls. 
• Ensures entry of demographic and operations information into the electronic medical record. 
• Assists with ensuring the timely and accurate coordination of triaging calls 
• Completes new patient enrollments over the phone and triages the request to appropriate department. 
• Communicates with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments.
• Greets and provides assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy. 
• Initiates welcome call for new patients. 
• Provides exceptional customer service in resolving problems with access to services, complaints, etc. 
• Participates in initiatives related to process improvements and enhancements. 
• Responsible for carrying out the quality improvement activities of the organization related to job duties.

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and duties. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described above. 

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.  

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.