Patient Services Representative II

Summary

As a Patient Services Representative you will act as a liaison, answer questions, and resolve any emerging problems that our pharmacies/members might face with accuracy and efficiency. You will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. 

Role and Responsibilities

• Receives calls from pharmacies, clients, members, and prescribers, and provides the requested information or support while following LucyRx’s policies and procedures for release of information
• Troubleshoots pharmacy claims submission and documents calls in ticketing system
• Provides clinical call support for prior authorization related calls and documents in ticketing system
• An Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to members accurately by using the right methods/tools. 
• Escalates incoming customer service calls when needed to the appropriate party for resolution
• Assist with keeping the pharmacy outreach queues up to date
• Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience. Cross department support with projects as needed
• Attendance and punctuality are essential functions for this position
• Other duties as assigned

Qualifications

• High School Diploma or GED required
• Active Pharmacy Technician License or Certification, active in at least one state
• Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
• Minimum of 2 years’ experience providing excellent customer service, preferably in a healthcare setting
• Excellent communication skills to maintain LucyRx’s high standard of member and patient service
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Flexibility to work different shifts (including evenings, weekends, or holidays)

Preferences

• Pharmacy, PBM or Healthcare experience
• High volume call center experience, servicing patients or members with healthcare needs

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required. Regularly operates in an office or home office setting which involves utilizing a computer, mouse, keyboard, and occasionally operates other standard office equipment, such as printer, copier, phone. Travel may be required by either car or airplane, or a combination of multiple modes of transportation.

LucyRx is an independent, next-generation pharmacy benefit manager (PBM) redefining prescription care. Fueled by innovation and decades of leadership experience, LucyRx delivers better outcomes through its integrated specialty network, formulary marketplace, and next-day home delivery solutions. Powered by its proprietary AI platform, LucyIQ™, the company provides real-time insights that support evidence-based clinical decisions, clear pricing, and exceptional service from U.S.-based pharmacy technicians. Partnering with more than 60,000 pharmacies, LucyRx serves over 1,200 clients nationwide.

We offer competitive pay and benefits, and are open to discussing compensation that reflects the value you bring to our team.