Patient Services Representative II - Call Center

Summary

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

Role and Responsibilities

• Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx’s policies and procedures for the release of information
• Troubleshoots pharmacy claims submission and documents calls in the ticketing system
• Provides clinical call support for prior authorization-related calls and documents in the ticketing system
• Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately
• 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
• Will be required to provide after-hours support on a rotational basis with other team members
• Other duties as assigned

Qualifications and Education Requirements

• High School Diploma or GED required
• A current Pharmacy technician license or certification required, in good standing, from at least one state. 
• A Minimum of 2 years’ experience providing excellent customer service, preferably in a call center, pharmacy or healthcare setting
• Proficient in MS Office Suites – Outlook, Excel, Word, and Teams
• Excellent communication skills
• Excellent customer service skills to maintain LucyRx’s high standard of patient service
• Adaptable and work well in a fast-paced environment, multitasking while keeping focus on the customer
• Flexibility to work different shifts (including evenings, weekends, or holidays)

Preferred

• Bachelor’s Degree in a related field
• 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 a computer, mouse, keyboard, and occasionally other standard office equipment, such as a printer, copier, and phone.

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.