Third Party Customer Service Representative in Etters at Rite Aid

Date Posted: 10/25/2019

Job Snapshot

Job Description

Job Description



SUMMARY

The primary purpose of this position is to receive, research, and resolve third-party prescription issues, informational inquiries, enrollment and eligibility procedures. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned:

  •  Accept live calls from the stores, determine the basis of the calls, resolve, code and prioritize them by importance, situation, and/or impact on the store in Retail Automated Customer Service (RACS). Review calls from the Field System Support (FSS) queue. Contact stores to assess problems and to obtain further details as needed. View systems claim information to evaluate claim data and agency responses
  •  Troubleshoot and attempt to resolve the problems/issues indicated in the calls received
  •  Escalate problems to other departments or points of contact for resolution as needed
  •  Provide follow-up regarding “open” problems under review, correction, and/or enhancement, Ensure that calls are closed within a timely basis and that the resolution is appropriately documented in RACS
  • Complete and reply to non-Rite Aid Dispense System (RADS) reversal request for Third Party Claims


Experience / Requirements

  • One (1) year of experience in experience in a third party agency customer service/call center environment preferred
  • Or equivalent combination of education and experience


Education

  • H.S. Diploma or General Education Degree (GED)  required