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The Call Center Customer Service Representative (CSR) serves as the primary point of contact for Rx Valet members, providers, and partners. This role ensures exceptional service through efficient call handling, accurate information sharing, and prompt issue resolution. The CSR is responsible for managing inbound and outbound calls, documenting interactions, and coordinating with internal departments to deliver timely and compliant support.

This position requires professionalism, empathy, attention to detail, and a strong understanding of Rx Valet’s products, processes, and patient experience standards.

• Answer high-volume inbound calls from patients, providers, and partners in a professional and courteous manner.
• Provide accurate information regarding Rx Valet services, prescription assistance, and billing inquiries.
• Document all calls and actions in Rx Valet’s CRM or internal system accurately and in real time.
• Handle escalations by gathering all pertinent details and routing appropriately to supervisors or specialized departments.
• Make outbound calls to follow up on pending prescriptions, billing verifications, or account updates.
• Verify and update member account information to maintain data accuracy.
• Maintain knowledge of Rx Valet programs, procedures, and policies to ensure consistent and compliant messaging.
• Support other operational teams (Billing, Document Control, or Pharmacy Coordination) when call volume allows.
• Adhere to all HIPAA privacy and confidentiality requirements.
• Meet or exceed daily/weekly service-level metrics (call handling time, accuracy, and quality).