At arenaflex, we're on a mission to revolutionize the way we deliver healthcare and retail services to our communities. As a leading player in the U.S. Retail Pharmacy and U.S. Healthcare sectors, arenaflex is committed to making a positive impact on people's lives through better health. We're seeking an experienced and compassionate Full Stack Call Center Representative to join our team, working remotely from Orlando, USA.
**About arenaflex**
arenaflex is a subsidiary of arenaflex Boots Union, Inc., a global healthcare, pharmacy, and retail leader with a rich legacy of putting patients and customers at the heart of everything we do. With over 9,000 retail stores across America, Puerto Rico, and the U.S. Virgin Islands, arenaflex is proud to be a local healthcare champion, serving nearly 10 million customers every day. Our pharmacists play a vital role in the U.S. healthcare system, providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for underserved populations.
**Job Summary**
As a Full Stack Call Center Representative, you will be the first point of contact for our customers, handling high-volume calls, emails, and chats while providing exceptional customer service and support. You will be responsible for processing patient and medication data, handling prescription requests, and resolving customer complaints in a timely and professional manner. Your strong communication and problem-solving skills will enable you to navigate complex situations and provide solutions that meet our customers' needs.
**Key Responsibilities**
* Utilize arenaflex's remedy information entry methodology and rules to process new patient enrollments by entering data into our systems.
* Handle patient medication requests within HIPAA guidelines and enter refill orders for processing.
* Investigate missing medication data and decipher clinical abbreviations (SIG codes).
* Resolve all data entry-related exceptions and escalate issues to senior-level staff as needed.
* Handle correspondence with patients (inbound calls, visits, messages) and resolve outbound calls to prescribers and patients on a case-by-case basis.
* Settle external outliers by reviewing, gathering data, making recommendations, and resubmitting for processing according to individual plan requirements.
* Make phone calls to healthcare providers and others to acquire data, obtain superceding endorsements, or resolve external outliers.
* Provide support to pharmacists, both in-store and remotely, and identify and escalate issues to senior-level staff as needed.
* Obtain a dynamic pharmacist license or certification within the first 90 days and maintain an active pharmacist license or certification.
**Essential Qualifications**
* High school diploma or equivalent.
* Basic computer skills (e.g., starting and closing a computer, using a mouse to point and click, starting and closing programs, switching between programs, saving files, printing documents, and accessing data online).
* Basic web browsing skills (e.g., opening a browser, typing URLs in the address bar, using a search engine, bookmarking a website, navigating using back/forward/stop buttons, and completing online forms).
* Intermediate-level keyboarding skills (at least 25 WPM, typing by memory, organizing files).
* Ability to communicate effectively in writing and verbally.
* 18 years old or older.
**Preferred Qualifications**
* At least 1 year of pharmacy experience in a retail or call center environment.
* At least 1.5 years as a pharmacy technician with a declaration/enrollment by the state as conceded by the State Board for Pharmacies or widely recognized certification agency.
* Experience providing customer service to internal and external customers, including meeting quality standards for services and assessing customer satisfaction.
* Intermediate to advanced-level keyboarding skills (at least 35 WPM, typing by memory, organizing files).
* Familiarity with Spanish and English.
**What We Offer**
* Competitive hourly rate of $25-$35 per hour.
* Opportunity to work in a dynamic and growing company with a strong commitment to customer service and community engagement.
* Comprehensive training program to ensure your success in the role.
* Collaborative and supportive work environment with opportunities for career growth and professional development.
* Flexible remote work arrangement with opportunities for advancement.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
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