Customer Service Mail Order Coordinator

Job Description:

Customer Service Mail Order Coordinator is responsible for the successful transition of claimants from traditional retail pharmacy to AWPRx contracted mail order pharmacy.  The coordinator will be responsible for the following:

• • Reviewing all requests for mail order
  • Obtaining any necessary client approvals
  • Create a referral to the mail order pharmacy
  • Notify prescriber, claimant and client
  • Work with mail order pharmacy to resolve any delays in processing the prescription
  • Monitoring of various reports 
• Next Periodic Review: N/A
• Review Interval: N/A

Job Duties & Essential Functions:

• Reviews all requests for mail order from various sources, such as client, claimant or AWPRx generated.
• Explains the advantages of mail-order order services to the claimant.
• Works collaboratively with the client for any needed approvals to transition the claimant to mail order.
• Proactively outreached prescribers office regarding claimants transition to mail order 
• Monitors AWPRx reports to identify new claimants that may benefit from mail order services.
• Monitor reports from mail order pharmacy to ensure all claimants are receiving delivery timely and update AWPRx system as necessary
• Intervene as needed when there are delays in processing mail order request 
• Ensures accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the mail order process.

Job Qualifications:

• Education:
  • High school diploma or equivalent
  • College preferred but not mandatory
• Experience:
  • 2 – 3 years of customer service experience or customer-facing experience
  • Prior experience in PBM or Workers’ Compensation preferred but not required.
• Supervisory experience: N/A
• Other competencies or skills:
  • Ability to navigate through multiple computer systems simultaneously
  • Pleasant telephone manner and voice.
  • Good verbal and written communication skills; Ability to provide exceptional listening and customer service skills; Ability to adapt in a dynamic work environment, Demonstrate dependability, self-motivation and goal-orientation;
• Background Checks/Licensing Requirements N/A