Patient Services Representative

Role and Responsibilities 
 

• Receives calls from pharmacies, clients, and patients and provides the requested information or support while following LucyRx’s policies and procedures for the release of information 

• Troubleshoots pharmacy claims submission and documents calls in the ticketing system 

• Provides clinical call support for prior authorization-related calls and documents in the ticketing system 

• Understanding of pharmacy benefit plans and how to access the plan information, as well as how to communicate this information to patients accurately 

• Escalates incoming customer service calls when needed to the appropriate party for resolution 

• Assist with keeping the pharmacy outreach queues up to date 

• Demonstrate OMNI channel experience by effectively managing customer interactions across multiple communication platforms, including phone, email, chat, and other digital channels, ensuring a seamless and consistent service experience.  

• Cross-department support with projects as needed 

• Will be required to provide after-hours support on a rotational basis with other team members 

• Other duties as assigned 

Qualifications and Education Requirements 

• High School Diploma or GED required 

• A Minimum of 1 year experience in a customer service role, preferably in a call center, pharmacy or healthcare setting 

• Proficient in MS Office Suites – Outlook, Excel, Word, and Teams 

• Excellent communication skills 

• Excellent customer service skills to maintain LucyRx’s high standard of patient service 

• Adaptable and work well in a fast-paced environment, multitasking while keeping focus on the customer 

• Flexibility to work different shifts (including evenings, weekends, or holidays) 

Physical Requirements 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

This is a largely sedentary role; however, some standing, walking, bending, and reaching may be required.  Regularly operates a computer, mouse, keyboard, and occasionally other standard office equipment, such as a printer, copier, and phone.