Customer Service Representative
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Job Description
Customer Service Representative supporting Omnicare’s long-term care pharmacy customers. Resolving billing, insurance, payment, and account inquiries remotely by phone.
Responsibilities:
- Serve as the primary customer support resource for long-term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns
- Collect, review, and verify billing details, insurance coverage, payer information, and applicable coding
- Update, maintain, and document customer account activities within designated work campaigns and servicing platforms
- Review account status, identify discrepancies, and take appropriate action toward resolution
- Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances
- Process customer payments accurately and perform follow-up activities to ensure proper posting and account resolution
- Research and resolve billing questions, payment concerns, and account discrepancies
- Maintain detailed and accurate documentation of customer interactions and account activity
- Ensure compliance with federal and state regulations, company policies, privacy standards, and departmental procedures
- Participate in corporate campaigns, special projects, and strategic initiatives
- Collaborate with internal departments to resolve customer concerns and improve service delivery
- Meet established performance, quality, and productivity standards
- Perform other duties as needed
Requirements:
- 1+ year of experience in a high-volume call center environment
- 1+ year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D
- 1+ year of experience in a remote, work-from-home environment
- Willingness to work Monday-Friday, working an 8-hour shift between 8:30am-6:30pm EST
- Demonstrated proficiency in working multiple systems simultaneously
- Proficiency with Microsoft Office (Outlook, Word, Excel)
- High school diploma or GED
- Previous experience in a long-term care and/or pharmaceutical environment preferred
- Associate’s degree preferred
- Strong written and verbal communication skills
- Demonstrated professional demeanor in all communications
- Excellent attention to detail
- Strong administrative and data entry skills
- Ability to build relationships with customers and members
- Excellent customer service skills
- Strong problem-solving, investigative, and conflict-resolution skills
Benefits:
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being, based on eligibility
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