Perform customer service, prescription benefit specialist and pharmacy technician duties to resolve customer service issues, ensure members optimize their prescription benefit plans and assist pharmacists in improving patient care by asking scripted questions to clarify potential gaps in care.

The vast majority of duties involve patient telephone outreach.

ESSENTIAL FUNCTIONS:

• Using pharmacy and benefit plan knowledge, responsible for responding to and resolving the full scope of customer inquiries regarding member prescription benefit plans, specific orders, account information and process information in accordance with Express Scripts SOPs, plan requirements and legal requirements.

• Contact members with potential cost saving opportunities to educate them in cost effective use of their prescription benefit plan options. Engage customers to actively take steps to move to the more cost effective options.

• Responsible for clarifying potential medication adherence opportunities (gaps in care) using scripted questions to determine the existence of a gap in care or closing false positive indicators. Forward gaps in care opportunities to a pharmacist to address.

• Stays abreast of new developments in pharmacy and drug therapies, particularly related to their assigned therapeutic resource center. Maintain pharmacy technician license in good standing is recommended.

• Enters and updates patient profiles in eSD. Handles refill requests, launches faxes and logs customer contact details.

• Handles confidential information in an appropriate manner.

• Presents a professional, knowledgeable and empathetic image to members, physician offices, clients and fellow employees.

• Performs other pharmacy technician duties as assigned.

• PTCB license preferred but not required

• Strong data entry and 10-key skills

• Basic math skills required

• P.C. literate

• Strong attention to detail

• Good organizational ability

• Ability to work in fast-paced, production environment

• Willingness to work a flexible schedule based on business needs

• Basic understanding of pharmacy practice including drug therapies and general drug information.

• Exceptional oral communication and customer service skills.

• Ability to engage members and build confidence to become their trusted advisor on customer service concerns and cost effective use of their prescription benefit

ABOUT THE DEPARTMENT

The mission of Client Services is to meet market needs for speed, flexibility and reliability, while driving and influencing best operational practices to make Express Scripts the most competitive and effective PBM. Client Services includes Client and Benefit Administration, Manual Claims Processing, Eligibility, Quality Control, Implementation and the Client Service Center. These centralized functions support the client lifecycle throughout the enterprise to help Express Scripts “get it right the first time” to increase client satisfaction and reduce waste and the cost of rework.

comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.

Express Scripts is a pharmacy services company putting medicine within reach. Through bold action, specialized care, data insights and innovative solutions, we deliver smarter pharmacy services – making healthcare more affordable and accessible for millions of people.

Our legacy of innovation and bold action is seen throughout our company’s 30 years. We have successfully helped patients and clients overcome great challenges in healthcare by doing two things incredibly well: taking care of patients and controlling costs. Our continued success relies on our commitment to do what’s right for our patients and clients and to always keep patients at the center of everything we do.

Headquartered in St. Louis, Express Scripts is the nation’s largest pharmacy benefit manager. We provide network-pharmacy claims processing, home delivery pharmacy care, specialty pharmacy care, benefit-design consultation, drug utilization review, formulary management and medical and drug data analysis services. Express Scripts also distributes a full range of biopharmaceutical products and provides extensive cost-management and patient-care services.