Remote Call Center Agent

Advanced Rx is an established healthcare company with consistent year-over-year growth for the past 10 years. We are an ENT-focused compounding pharmacy specializing in customized medications to treat ear, nose, and sinus conditions. Our goal is to provide patients with access to high-quality medications at affordable prices. As an employer, we value integrity, teamwork, and communication.

ABOUT... THE ROLE

This is a great opportunity for someone who values the customer experience to drive business growth. Our Customer Experience team communicates directly with our patients over the phone to process a high volume of prescription orders each day. They play a critical role in connecting directly with patients to ensure they receive their compound medication prescriptions promptly while maintaining our high standards of customer satisfaction.

The Customer Experience Representative will perform the following actions:
• Place and take a high volume of inbound and outbound calls to patients daily
• Verify patient information (demographics, health history, current medications, allergies) in our computer software, ensuring all information is complete and accurate
• Educate patients on the process for a customized compound medication, options for payment, insurance, shipping, and how to use the medication
• Look for opportunities to recommend our additional sinus treatment products to patients based on their needs
• Work directly with other team members including other customer service representatives, pharmacists, and management to provide accurate information
• Respond to patient questions knowledgeably and efficiently, referring to the correct department where appropriate
• Leverage call scripting, training resources, and operational processes to stay efficient and organized in a fast-paced environment
• Project a positive attitude and enhance every patient's experience with Advanced Rx
• Work fully remote while staying accountable to performance and activity metrics

Compensation:
• The Customer Experience Representative will be paid an hourly rate of $19-21/hour with opportunities for incentives and prizes

Current Available Shifts:
• Monday - Friday 10:30 AM - 7:00 PM EST with rotating, half-day Saturdays (11:00 AM - 3:00 PM).
• Potential for this to switch to 11:30 AM - 8:00 PM EST in Fall 2024

ABOUT YOU

Candidates considered for the role of Customer Experience Representative should have the following:
• Experience working directly with customers in transactional sales or customer support
• Comfortable reaching proactively to customers while also handling inbound requests and inquiries daily
• Proven track record of reaching performance metrics including customer satisfaction and call center metrics
• Excellent verbal and written communication skills with special attention to details
• Ability to navigate multiple web-based platforms efficiently including Google Suite, Salesforce, Slack, shared drives, and email
• You are looking for a company with growth opportunities and is motivated by directly impacting both company success and customer satisfaction.
• You are service-oriented, willing to assist teammates and customers in all situations and work with all types of people to work towards goals.
• Advanced Rx CANNOT accept applications who reside in the following states: CA, NY, CO, MI, or IL.
• NOT Required: PREVIOUS PHARMACY or HEALTHCARE EXPERIENCE

What Advanced Rx can offer you:
• Various bonuses and incentives based on performance
• Paid Time Off
• 401k matching
• Health Care/Vision/Dental Benefits cover you and your family
• Closed on Sundays
• Paid holidays
• Paid training and opportunities for growth within the company

The video below demonstrates the process and service that a Customer Experience Representative can expect once a prescription is received directly by an ENT physician:

https://flic.kr/p/2oECMVH

Check out our company culture events throughout the years!

https://flic.kr/ps/3WUAPo

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