Customer Service Representative I

MedImpact Healthcare Systems Remote
customer service customer service representative service representative representative healthcare customer service pharmacy procedures training assistance representative people team

Location: Tempe, AZ Remote Location: # of openings: 2 Department: Employment duration: Full time Exemption Status: Non-Exempt Relocation Assistance: N/A Added to system: 9/1/22 2:40 PM Job Code: 340.220901.7886


Customer Service Representative I

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

The Scoop:

Provides outstanding customer service to members related to their prescriptions. These can be related to refill requests, shipment status, billing issues, demographic updates, payment & invoice questions and other general questions. Works under general supervision, relying upon instructions, work process guidelines, policies & procedures, and company knowledge/experience to perform the functions of the job. Extent of supervision ranges from close to moderate based upon demonstrated skill and performance levels as defined for the position.

What You Get To Do: include the following. Other duties may be assigned.

  • Convey a positive image of the company by promptly responding to customer phone inquiries and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance

  • Assisting customers with various issues including but not limited to: medication refill requests, answering prescription questions, shipment status, billing issues, and updating customer information

  • Deliver service that meets or exceeds department performance standards for Average Hold Time, Abandonment Rate, Talk Time, Quality, Adherence, and One-touch Resolution

  • Answer phones and respond to patient questions and requests that do not require a pharmacist

  • Assist customers by answering simple questions, locating information required to answer questions, setting up orders, creating required task and/or incidents and referring them to the pharmacist for clinical information

  • Follow up with callers as appropriate to ensure customer satisfaction and timely response to requests

  • Diffuse irate or emotionally upset customers by appropriately listening to issues, calming the customer, and providing positive solutions to resolve concerns

  • Represents MedImpact in a positive manner by adhering to SMART processes and established procedures and guidelines

  • Support the corporate strategy by delivering Flawless Fundamentals through telephone courtesy, prompt response to callers, anticipation of customer needs and concerns, solution-oriented problem solving, and adherence to call center scripts, greetings, and call closing messages

  • Identify opportunities and make recommendations to department leadership for improvement of workflow processes, operating systems, training programs, reference materials, and quality initiatives that enhance the customer experience

Education and/or Experience

For consideration candidates will need a

  • Associate degree (A.A.) or equivalent from two-year College or technical school; or six (6) months to one (1) year related experience and/or training; or equivalent combination of education and experience

  • Two (2) to five (5) years call center customer service experience

  • One (1) to two (2) years of healthcare organization or retail/mail order pharmacy customer service experience preferred

Computer Skills

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs. Experience with Windows based database programs is also required.

Certificates, Licenses, Registrations

State Pharmacy Technician License and National CPhT certification desired, but not required.

Other Skills and Abilities

  • Demonstrated ability to appear for work on time

  • Follow directions from a supervisor

  • Interact well with co-workers

  • Understand and follow work rules and procedures

  • Comply with corporate policies, goals and objectives

  • Accept constructive criticism

  • Establish goals and objectives
  • Exhibit initiative and commitment

  • Demonstrated ability to meet or exceed the competencies as listed


This position does not require travel, however attendance maybe required at various local training sessions and/or meetings.

The Perks:

  • Medical / Dental / Vision / Wellness Programs

  • Paid Time Off / Company Paid Holidays

  • 401K with Company match

  • Life and Disability Insurance

  • Tuition Reimbursement

  • Employee Referral Bonus

This position is eligible for Employee Referral Bonus at Level I

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans


To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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