- Handle inbound customer calls and messages, including phone, live chat, email, SMS, and patient portal contacts.
- Serve as the first escalation point for CSR I cases and resolve complex patient, billing, refund, and account issues within authority.
- Route clinical questions, adverse events, and urgent safety concerns to licensed clinical staff according to protocol.
- Support CSR I team members with process, policy, and system questions and report knowledge base gaps to the Team Lead.
- Escalate stalled orders to partner pharmacies and track each escalation through resolution.
- File and monitor claims for lost, damaged, or delayed shipments and manage related replacements, reships, and refunds according to SOP.
- Contact patients about orders held for address or other missing information and pass corrected details to the pharmacy.
- Make outbound calls for reminders, onboarding, renewals, retention, and satisfaction follow-ups as needed.
- Verify patient identity before discussing protected health information and document interactions, escalations, claims, and outreach.
- Meet channel-specific KPIs and stay current on workflows, promotions, and policy changes across all five verticals.
JiraCustomer service