Senior Customer Service Training Specialist - KPH Healthcare Services

Scope of Responsibilities:  Possesses knowledge and ability to complete all tasks associated to the call center. Works under general supervision. Follows standard procedures to accomplish assigned tasks. Manage orientation and training of employees. May possess alarm code and access to open and close the facility, the ability and responsibility to act as supervisor in charge, in absence of call center supervisor and handle escalated member concerns while delivering optimal customer service.  Assist with training of current and new employees.

Job Summary: Works under general supervision answering incoming calls and operates independently while following standard procedures and known best practices to accomplish assigned tasks.  Provide support to Account Representatives, Customer Service Supervisor, Customer Service Manager, and peers on all aspects of customer service, account management, marketing support and other administrative projects. Responsible for overseeing onboarding, training, and development of call center employees while fostering an environment of continuous quality and process improvement.

Job Duties:

• Help Desk phone coverage for incoming calls and directing incoming calls to appropriate staff members.
• Provide Help Desk resolution of customer service issues to ensure complete client satisfaction.
• Provide Help Desk resolution of Pharmacy Network problems to ensure complete client satisfaction.
• Assist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletions.
• Assist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims Processor.
• Assist with on-site client orientation, health fairs and business conferences.
• Assist with on-site resolution of customer service issues to clients.
• Performs office duties as needed (includes copying, collating, mailings, filing)
• Responsible for completing all mandatory and regulatory training programs
• Facilitate and perform on the job training and coaching for new and existing employees in conjunction with direct call center leadership
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned
• Ensure a smooth onboarding of new call center team members, in coordination with the call center leadership.
• Review training materials and processes for all call center departments to ensure completeness.
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Educational Requirements:

• Preferred: High School Diploma or GED, or equivalent experience

Experience:

• Preferred: 0-2 years experience as a Pharmacy Technician or Customer Service Representative in a health care related service.

Special Conditions of Employment: 

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position

Job Skill Requirements:

• Exceptional phone and listening skills.
• Exceptional written and verbal communication skills
• Preferred PC skills including Microsoft Office

Attendance Requirements:

Must be available, and on time for scheduled work shifts.