Location: Onsite, Gainesville, GA
Pay Range: $18 - $20 per hour
ESSENTIAL DUTIES AND RESPONSIBLITIES include but are not limited to the following:
- Address plan-related inquiries and complaints, recommending appropriate resolutions.
- Communicate new plan information and updates to agents in a timely manner.
- Support call center initiatives to improve performance and achieve operational goals.
- Complete administrative tasks accurately and on time.
- Monitor agent schedules and phone status adherence to ensure productivity.
- Conduct regular call quality reviews and provide feedback to agents.
- Hold monthly performance meetings and implement improvement plans as needed.
- Provide ongoing coaching, training, and feedback to support agent development and engagement.
- Ensure compliance with client standards, contractual requirements, and documentation processes.
- Communicate system issues and collaborate with leadership to resolve operational disruptions.
QUALIFICATIONS AND REQUIREMENTS
- Prior experience within a high-volume call center highly preferred; 365/24/7 call center experience is a plus.
- Previous experience in leading or coaching within a team setting (work or school); Conceptual understanding of situational leadership.
- Must be available to work varied shifts, including weekends and holidays.
- Professional appearance, demeanor, and communication ability.
- Availability to work varied shifts, including weekends and holidays.
- Solid understanding of Dependability and Accountability.
- Demonstrated business maturity within a diverse work environment.
- Previous experience within a Pharmacy or Pharmacy Benefit Manager (PBM) - preferred but not required.
COMMUNICATION
- Strong mentoring and relationship building skills with ability to effectively influence others and navigate interpersonal conflict situations.
- Solid ability to communicate effectively with personnel under your supervision, peer-level employees, and senior leaders across other areas of the organization to collect and provide information, either requested or expected (status reports, call center metric data, employee evaluations, ect..)
- Solid ability to develop, maintain, and deliver product and process training to new and existing call center employees for customer service programs, call quality, regulatory changes, and client-mandated processes.
EDUCATION
- College or Technical School preferred
- High school diploma or equivalent required
PHYSICAL DEMANDS
Requires sitting, standing, and occasional light lifting
The Perks of Joining Our Team:
We believe in taking care of our team. Youll enjoy a comprehensive benefits package designed to support your well-being and financial future:
- Comprehensive Health Benefits: Medical, Dental, Vision, Short-Term/Long-Term Disability Insurance, Life insurance.
- Time to Recharge: Paid vacation and holiday pay.
- Focus on Your Wellness: We offer a robust Employee Wellness Program.
- Invest in Your Future: 401 k with a company match.
- Support System: Employee Assistance Program provides confidential support and counseling.
- Get Rewarded for Referring Great People: Employee referral program.
Ready to start your rewarding journey with us? Apply today!
ProCare Rx will never ask for a financial commitment from an applicant as part of our recruitment process. All interviews are conducted in-person OR through video conference invitations from official company emails. For inquiries, please contact our recruitment team at HumanResources@procarerx.com.
ProCare Rx is an Equal Opportunity Employer.