Rx Fulfillment Coordinator

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

The RX Fulfillment Coordinator plays an integral part in ensuring superior care of patients treated through Teladoc. The RX Fulfillment Coordinator will apply professional knowledge in processing prescriptions ordered by Teladoc providers (either via telephone or electronically), support Teladoc providers as dictated by established policies and guidelines, and provide member support by phone or electronic messages.

Responsibilities

• Deliver exceptional service to members, providers, and pharmacies, representing Teladoc in a professional and courteous manner through a variety of communication channels including incoming and outgoing calls and emails.
• Apply professional knowledge to ensure prescriptions are processed accurately and in a timely manner under supervision of prescriber and supervisor in a call-center environment.
• Provide direct support to Teladoc providers as needed
• Receive escalated calls from patients or providers and de-escalate these calls to a reasonable outcome for all parties.
• Initiate and submit prior-authorization requests on-line to health insurance carriers.
• Manage daily task list to meet department performance metric goals.
• Maintain detailed and accurate case documentation in admin system, including description of issue and resolution.
• Maintain confidentiality of issues and adheres to all applicable regulations, including HIPAA.
• Other duties, as assigned.

Required Qualification:

• High school diploma required
• Active Pharmacy Technician (National) Certification, Medical Assistant Certification, or Licensed Practical/Vocational nurse license.
• Prior experience in a call center environment preferred
• Minimum 2-year experience as a Pharmacy Tech, Medical Assistant or LPN/LVN
• Minimum of 1-year experience in a call center environment
• Knowledge of Healthcare and medical terminology, with a high level of prescription medication familiarity
• Possess high degree of computer literacy and ability to manage multiple systems
• Exceptional customer service skills

Preferred Qualification:

• (English/Spanish) a plus
• Ability to receive work instruction and maintain department productivity standards
• Team player with ability to work in a fast-paced call-center environment while maintaining focus and sense of accuracy
• Must be able to work independently but recognize when escalation is warranted
• Excellent written and verbal communications skills
• Must possess strong time management and organizational skills
• Ability to learn new procedures and adapt to changes in working environment
• Able to …