Full Time Direct Placement Title: Pharmacy Help Desk Call Center Representative Compensation: $13.50 hourly plus benefits. Location: Guaynabo, PR (Hybrid) Monday to Thursday in the office and Friday remote. Company Description: Our client is a leading pharmacy benefit manager committed to improving patient health and reducing healthcare costs. The company offers innovative solutions for health plans, employers, and government agencies. Our client culture emphasizes innovation, collaboration, and patient-centric care. Position Description: The Pharmacy Help Desk Call Center Representative is responsible to provide customer service by telephone of incoming and outbound calls to providers, beneficiaries and pharmacies. Responsibilities + Answering Incoming Calls: Respond to incoming calls from pharmacies, providers, and beneficiaries about claims, reimbursements, payments, and other inquiries. + Resolving Inquiries: Find and address the needs of callers, providing accurate information and solutions to their problems. + Documenting Interactions: Record all inquiries and resolutions in relevant customer service management systems (5. Document all inquiries in the Customer Service Management Applications such as, Service Desk, OneArk and email). + Routing Issues: Forward complex or specialized issues to the right internal departments or external organizations. + Providing Guidance: Offer guidance on claim submission, reimbursement processes, and payment inquiries. + Monitoring System Alerts: Monitor system alerts potential issues BACMAN and takes necessary actions. + Evaluating Coverage Criteria: Assess patient eligibility for coverage based on specific criteria and regulations. (DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) + Supporting Quality Initiatives: Participate in quality improvement initiatives and adhere to quality standards. Qualifications + Technical Proficiency: Strong computer skills, including ability in Microsoft Office Suite and other relevant software. + Customer Service Skills: Excellent interpersonal and communication skills, including active listening and empathy. + Problem-Solving Skills: Ability to analyze problems, find solutions, and take the right action. + Attention to Detail: Meticulous attention to detail to ensure accuracy in all tasks. + Time Management Skills: Effective time management and prioritization skills. + Organizational Skills: Ability to stay organized and manage multiple tasks efficiently. + Adaptability: Ability to adapt to changing situations and work in a fast-paced environment. + Bilingual Proficiency: Fluency in both Spanish and English, both written and spoken. Education + 1 - 2-year customer service or call center experience and healthcare environment (Preferable). + Pharmacy Technician, Technical or associate degree + Puerto Rico Board of Pharmacy Technician Registry Certificate (CPhT), or prospect. Benefits: + Health & Wellness: + Exceptional Health Insurance: We've got you covered! We pay 80% of your health insurance premiums, including comprehensive coverage for medical, dental, vision, and hospital visits. Basic life insurance is also included. + Generous Life Insurance: Basic life insurance coverage at 100% company-paid: + Employee: Up to $50,000 (based on annual salary) + Spouse: 25% of employee's coverage (up to $50,000) + Children: $5,000 per child + Supplemental Life Insurance: Boost your protection with voluntary life insurance, up to 5 times your annual salary (combined limit with basic life insurance is $100,000). + Work-Life Balance: Enjoy the flexibility of remote work options. + Wellness Program: Your well-being is our priority. We offer a comprehensive wellness program that includes: + Mental health care assistance + Substance abuse treatment support + Confidential Employee Assistance Program (EAP) for personal and family matters + On-site health clinics + Wellness initiatives, health fairs, and educational conferences + Gym Membership Reimbursement: Stay active and healthy! We'll reimburse up to $25 per month for your gym membership. + Long-Term Disability: Protect your income! 100% company-paid long-term disability insurance (through Universal Insurance) provides 60% of your annual salary (up to $6,000) if you're unable to work due to a non-work-related illness or injury. + Time Off & Leave: + Generous Vacation Time: Enjoy 15 days of vacation per year, accrued at 10 hours per month. + Paid Sick Leave: Accumulate 12 sick days per year (8 hours per month). + Birthday Leave: Celebrate your special day with a paid day off! + Paid Parental Leave: + Maternity Leave: 8 weeks of 100% paid leave for new mothers. + Paternity Leave: 5 days of 100% paid leave for new fathers. + Bereavement Leave: 3 days of paid leave for the loss of a close family member. + Paid Holidays: Enjoy paid holidays throughout the year (varies). + Personal Leave: 5 additional personal days per year for your convenience. + Other Leave: We also provide leave for FMLA, SINOT, jury duty, military service, and other legal obligations. + Financial Security & Growth: + Retirement Plan (401k): Plan for your future! We fully match your contributions up to 3% of your salary, plus an additional $0.25 match for every dollar you contribute up to 6% of your salary. That's a potential 9% match! + Performance Bonuses: Recognizing and rewarding your contributions with performance-based bonuses. + Christmas Bonus: $600 Christmas bonus (subject to eligibility requirements). + Referral Program: Earn $1,500 for successfully referring qualified candidates. + Recognition & Development: + People of Excellence Award: We celebrate outstanding performance. + Engagement Activities & Team Buildings: Build strong connections with your colleagues. + Professional's Week: Dedicated time for professional development and appreciation. + Ongoing Education: We invest in your growth with opportunities for continuous learning and development using cutting-edge technology. About RCM: RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America. Equal Opportunity Statement: RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Pay Transparency: RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices. Disclaimer: This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job, duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.