Customer Service Rep (Healthcare / Pharmacy) 100% Remote for CA Residents

November 13, 2024

Notes:

Pay Rate: $18.83/hr on W2.
Position is mainly remote currently with an option of returning to office at future date.
Standard Hours: Shift may vary according to volume; candidates must have flexibility in schedule.
Start Date: 01/06/2025.
Interview type: video conference, candidate must be prepared to come on camera during interview.
Training Schedule: 8:00am – 5:00pm PST with a one-hour lunch, Mon – Fri.

Training Duration: 4 weeks.
Success Lab [Content Revision | Shadowing with Agents on floor | Taking calls]: Subsequent 3 weeks || 8:00am - 4:30pm.
No time off during training.
No unscheduled absence during the first 90 days.
Once 90 days is over candidate can work OT.
Attendance is an important factor in this position.
Client Ops are 24/7. Hires would be spread across shifts, so candidates must be flexible to any of below shifts / schedules [Candidates must be available to work either both weekend days OR one weekend day].

Shift / Working Hours: 9:30 am - 6:00 pm (Tue - Sat); 9:30 am - 6:00 pm (Sun - Thu); 1:30 pm - 10:00 pm (Sat - Wed); 10:30 am - 7:00 pm (Fri - Tue).
Schedule / Working Days: Tue - Sat, Sun - Thu, Sat - Wed, Fri - Tue.
Candidate MUST have high-speed wired internet connection. Wi-Fi / Wireless connections not allowed as a violation of policy and can lead to breach of Private Health Information (PHI).
Candidate MUST have a reliable home-office environment.

Description:

The main function of a customer service representative is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.
Customer service agents may be inbound, outbound or a combination of both.

Other Jobs You May Be Interested In

Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Qualifications:

High School Diploma or GED.
1-2 years customer service-related experience required.
High call volume experience.
24/7 call center experience.
Proficient in computer software navigation and dual screens.
Pharmacy / Healthcare Call-Center experience is a pre-requisite.
Critical thinking and problem-solving skills.
Strong communication skills.
Ability to work independently and manage one’s time.

Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as MS Outlook or data entry software.
Ability to handle complex calls.
Critical thinking and problem-solving skills.
Strong verbal & written communication skills, attention to detail, and interpersonal skills.
Preferred: Bi-lingual for Hmong, Spanish, Mien.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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