KPH Healthcare Services

Call Center Representative

Job Locations US-NY-Gouverneur
Posted Date 3 months ago(4/12/2022 2:32 PM)
Requisition ID
# of Openings
Customer Service/Support


Scope of Responsibilities: Acquires skillset and knowledge of PBM and mail order resources, within their respective platforms, to effectively answer and document member related inquiries, complete eligibility updates and service member and client request in an accurate and efficient manner.


Job Summary: Entry level position.  Works under direct supervision following standard procedures and best practices to accomplish assigned tasks, undergoing job training, assisting staff members to complete daily duties and works toward answering incoming and making outbound calls independently.  Provide support as needed to peers, leaders and other ProAct administrative resources.


Job Duties:

  • Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members.
  • Understand, master and gain efficiency in systems leveraged by the Help Desk.
  • Provide Help Desk resolution of customer service issues to insure complete client satisfaction.
  • Provide Help Desk resolution of Pharmacy Network problems to insure complete client satisfaction.
  • Assist with and adopt readiness for the startup of new clients including new group enrollments, changes, and deletions.
  • Assist with on-site client orientation, health fairs and business conferences as needed.
  • Assist with on-site resolution of customer service issues to clients as needed.
  • Performs office duties as needed (includes copying, collating, mailings, filing, credit cards)
  • Responsible for completing all mandatory and regulatory training programs
  • Perform other duties as assigned


Attendance Requirements:

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

Educational Requirements:

  • Minimum: High School Diploma or GED



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


Special Conditions of Employment:

  • Criminal background check and/or drug test
  • Initial and continuous exclusion and sanction/disciplinary monitoring 


Required Training:

  • HIPAA Privacy Course
  • HIPAA Security Course


Job Skill Requirements:

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


Behavioral Traits Required:

  • Cooperation: Must work harmoniously and effectively  with  fellow employees, supervisors and other in contact with
  • Initiative: Must work within supervision guidelines and assume additional responsibilities
  • Flexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned work
  • Adaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences
  • Involvement: Must enjoy the demands of the job and work with interest and enthusiasm
  • Customer Service: Must provide appropriate customer service (for ProAct customers, fellow employees and business partners), listen attentively to their needs and respond appropriately
  • Safety: Must take care of equipment and employ good safety habits
  • Leadership: Lead by example as a model employee


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