Scope of Responsibilities: Works under general supervision.  Relies on experience and judgment to plan and accomplish assigned tasks and goals within individual departments.  Responsible for new employee training and development within items pertaining to customer service and call center support. 

Job Summary: Provide support to Account Representatives and Client Services Supervisor for all aspects of customer service, account management, marketing support and other administrative projects.  Responsible for providing supervisory leadership and second level support with escalated customer service issues. 

Job Duties:

• Call Center phone coverage for incoming calls and directing incoming calls to appropriate staff members
• Provide Call Center resolution of customer service issues to ensure complete client satisfaction
• Provide Call Center resolution of Pharmacy Network problems to ensure complete client satisfaction
• Assist with the coordination and implementation for the startup of new clients including new group enrollments, changes, and deletions
• Assist in the preparation and the distribution of monthly, quarterly, and annual management reports for PBM clients, and from our Claims Processor
• Assist with on-site resolution of customer service issues to clients
• Training, coaching and development of call center staff
• Assist with determining staffing/scheduling needs for ProAct Call Center
• Providing call resolution in elevated customer service issues
• Daily coaching and audits
• Create and update knowledge articles
• Performs all other duties associated with assigned job description
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Attendance Requirements:

• Must be available, and on-time for scheduled work shifts

Educational Requirements:

• Preferred: High School Diploma or GED, or equivalent experience

Experience:

• Preferred: 2 or more years previous experience in related position

Special Conditions of Employment:

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position

Job Skills Required:

• Detailed knowledge of specific department
• Basic keyboarding and calculator skills
• Strong communication skills
• Strong organization skills
• Requires the ability to stand throughout the majority of the shift

Required Training:

• HIPAA Privacy Course

Behavioral Traits Required:

• Cooperation: Must work harmoniously and effectively with fellow employees, supervisors and others you are in contact with
• Initiative: Must work within supervision guidelines and assume additional responsibilities
• Flexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned work
• Adaptability: Must respond to new situations in a positive way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences
• Involvement: Must enjoy the demands of the job and work with interest and enthusiasm
• Customer Service: Must provide appropriate customer service (for Kinney customers, fellow employees and business partners), listen attentively to their needs and respond appropriately
• Safety: Must take care of equipment and employ good safety habits
• Leadership: Must gain acceptance of ideas and accomplish goals through subordinates, peers and teams