Overview
Archimedes is seeking a Representative, Member Services (SPBM) to join our team!
The Representative, Member Services (SPBM) is responsible for responding to routine member, pharmacy, and physician-office inquiries through supported service channels. Using established procedures, systems, and resources, the Representative provides accurate information, documents interactions, completes standard transactions, and escalates issues that require additional research, specialized knowledge, or higher authority. The role builds foundational knowledge of SPBM programs and contributes to service, quality, productivity, and customer-experience goals.
Is this you? Find out more below!
Responsibilities
How do I make an impact on my team?
- Provide professional and courteous service to members, pharmacies, physician offices, and internal customers through assigned inbound, outbound, and written service channels.
- Handle routine pharmacy and physician-office inquiries within assigned base-level queues by following established procedures, scripts, workflows, and reference materials.
- Verify information, research standard questions, complete assigned transactions, and communicate accurate next steps within the scope of the role.
- Document customer interactions, actions taken, outcomes, and required follow-up accurately and completely in designated systems.
- Create or update tickets and service requests when required and route work to the appropriate resource according to established procedures.
- Recognize inquiries involving additional complexity, financial risk, regulatory concerns, or exceptions and escalate them appropriately.
- Meet established expectations for schedule adherence, attendance, productivity, quality, documentation, and customer service.
- Maintain current knowledge of assigned SPBM programs, processes, systems, and service expectations by completing required training and updates.
- Protect confidential and personal information and follow applicable privacy, security, compliance, and departmental requirements.
- Participate in coaching, team meetings, training, and continuous-improvement activities.
- Other duties as assigned.
Qualifications
What our team expects from you?
- High school diploma or GED required.
- Experience in Healthcare, Pharmacy, or Customer Service preferred.
- Experience in Call Center or Contact Center preferred.
- Ability to learn multiple systems, programs, procedures, and service workflows required.
- Basic proficiency with Microsoft Office applications and customer-service technology required.
- Participate in, adhere to, and support compliance program objectives.
- The ability to consistently interact cooperatively and respectfully with other employees.
What can you expect from Archimedes?
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
#LI-Hybrid
Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.
PI287865925