Scope of Role:
The brightscrip Support Team Associate is responsible for supporting the daily operations of brightscrip’s Client Services functions as well as participating as an active member of the team. This position will deliver exceptional support to manufacturer clients and pharmacy participants through phone, email and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The brightscrip Support Team Associate will work within the Customer Success Team. This position is an advocate in the overall culture, vision, and values of Monarch.
Essential Duties & Responsibilities:
- Support Monarch trading partners, customers and other stakeholders with inbound/outbound calls, texts, and emails.
- Act as an agent who will drive customer satisfaction through customer support and effective troubleshooting
- Accurately document inbound and outbound communications in brightscrip platform
- Support pharmacy reimbursement team with new and change request payment setup and remittance troubleshooting for pharmacies
- Identify, forward, direct, and notify Monarch of extraordinary user requests, issues or concerns that require escalation as may occur from time to time. Use effective service recovery skills to solve problems or service breakdowns when they occur;
- Participate in driving best practices and developing new opportunities and initiatives to advance the customer’s use of the brightscrip platform;
- Advocate for the pharmacy user customer, champion their happiness, and support the ongoing needs and goals of the pharmacy in connection with brightscrip at large – gathering feedback from pharmacy users and user stakeholders while understanding both how to meet them where they are and also how to help get them where they want to go;
Communication and Collaboration:
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Demonstrate wiliness to accept new responsibilities
Preferred Education/Experience/Credentials/Licensing/Certification:
- BS/BA degree or equivalent preferred
- 5+ years experience in account management and/or a customer success role
- Experience in healthcare in working with healthcare technology such as pharmacy claim systems and prior authorization technology
Competencies:
- Superior communication and relationship skills, and demonstrated ability to communicate/present effectively with support stakeholders including clients, pharmacies, other health care providers, internal team members
- Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner
- Customer-focused, enthusiastic, positive and service-oriented
- Ability to prioritize and drive efficient processes while not compromising quality of service
- Intrinsically motivated, results-oriented, data focused and ambitious
- Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
- Working knowledge of a trouble-ticketing system approach including track and trace systems
- Experience with technology and able to learn new technologies quickly; familiar with SaaS application support requirements a plus
- Maintains a high level of attention to detail
Pay: $23.00 per hour
Application Question(s):
- Do you have 5+ years experience in account management and/or a customer success role ?
Language:
Work Location: Remote
