Customer Care Associate - Philadelphia PACE Application Center
: Job Details :

Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.

**Job Posting Title**

Customer Care Associate - Philadelphia PACE Application Center

**Job Description Summary**

This position is a frontline service position providing assistance to Prime Therapeutics members and providers regarding programs, policies, and procedures. Responsibilities include answering incoming calls related to eligibility, benefits, claims and authorization of services from members or providers. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations is to provide outstanding service to internal and external customers and strive to resolve member and provider needs on the first call. Performance expectations are to meet or exceed operations production and quality standards.

**Job Description**

+ Prior PACE Application Center experience preferred.

+ Actively listens and probes callers in a professionally and timely manner to determine purpose of the calls.

+ Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.

+ Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.

+ Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.

+ Assists in the mentoring and training of new staff.

+ Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).

+ Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.

+ Demonstrates flexibility in areas such as job duties and schedule in order to aid in better serving members and help Prime Therapeutics achieve its business and operational goals.

+ Educates providers on how to submit claims and when/where to submit a treatment plan.

+ Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved.

+ Informs providers and members on Prime Therapeutics appeal process.

+ Leads or participates in activities as requested that help improve Care Center performance, excellence and culture.

+ Links or makes routine referrals and triage decisions not requiring clinical judgment.

+ Performs necessary follow-up tasks to ensure member or provider needs are completely met.

+ Provides information regarding Prime Therapeutics in-network and out-of-network reimbursement rates and states multiple networks to providers.

+ Refers callers requesting provider information to Provider Services regarding Prime Therapeutics professional provider selection criteria and application process.

+ Refers patients/EAP clients to the Prime Therapeutics Care Management team for a provider, EAP affiliate, or Facility.

+ Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers.

+ Support team members and participate in team activities to help build a high-performance team.

+ Thoroughly documents customers' comments/information and forwards required information to the appropriate staff.

**Responsibilities**

+ Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.

+ Responsible for meeting call handling requirements and daily telephone standards as set forth by management.

+ Must agree to observing service for the purpose of training and quality control.

+ Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.

+ Must be able to maneuver through various computer platforms while verifying information on all calls.

+ Must be able to talk and type simultaneously.

**Work Experience**

Work Experience - Required:

Customer Service

Work Experience - Preferred:

**Education**

Education - Required:

GED, High School

Education - Preferred:

Associates, Bachelors

**Certifications**

Certifications - Required:

Certifications - Preferred:

Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills. Pay range may vary by 8% depending on applicant location.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page ( and click on the Benefits at a glance button for more detail.

_Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law._

_We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law._

_Prime Therapeutics LLC is a Tobacco-Free Workplace employer._

Positions will be posted for a minimum of five consecutive workdays.

Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.

If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.

Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law.

We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

Prime Therapeutics LLC is a Tobacco-Free Workplace employer.

If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.###.#### or email ...@primetherapeutics.com.