Position: Pharmacy Concierge (Customer Service)
Location: Pasadena, CA

JOB SUMMARY: Acts as a navigator and coordinator to proactively engage and assist members, caregivers and providers with pharmacy services and prescription related products they need. Assists in managing specific reports to impact medication adherence, medication reconciliation and other STARs and HEDIS measures. Contributes to team effort by accomplishing related results as needed. The Pharmacy Concierge delivers on the company’s purpose of helping people on their path to better health through a focus on excellent, purpose-driven customer service to create memorable service experiences.

ESSENTIAL JOB FUNCTIONS:

Builds relationships with members, caregivers, and providers by answering (non-clinical) questions and welcoming them to the Health Plan
Provides individualized customer service based on members unique needs.
Assists pharmacy team in managing medication adherence, medication reconciliation and other STARs and HEDIS measures. This will include member outreach to notify them about prescription pick-up in order to improve members adherence and health outcomes.
Engages members to identify opportunities to improve service and/or customer experience and helps members navigate various programs, online portals, and digital tools.
Drives awareness and informs members, caregivers and providers of availability of pharmacy benefits and other services offered by health plan.

EDUCATION/EXPERIENCE:

High school graduate or equivalent
2-5 years of health care, customer service, patient relations and/or hospitality concierge experience
Spanish speaking preferred

SKILLS/KNOWLEDGE/ABILITY:

Excellent phone, speaking and customer service skills
Excellent computer skills, proficient on Microsoft Office