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Capital Blue Cross · 1 day ago

Client Services Pharmacy Support Analyst

Harrisburg, PA

Full-time

Hybrid

New Grad, Entry Level

Capital Blue Cross is committed to improving the health and well-being of its members and communities. The Client Services Pharmacy Support Analyst is responsible for handling customer inquiries related to pharmacy services, providing technical and administrative support, and ensuring compliance with organizational and regulatory requirements.

ConsultingHealth CareHealth InsuranceProfessional Services

H1B Sponsor Likely

Responsibilities

Researches and analyzes the customer's inquiries as related to one of our Pharmacy LOB

Determines appropriate action by reviewing and interpreting applicable policies/procedures that are within the established regulatory requirements

Utilizes the PC, manuals, online reference materials, Imaging, etc., to obtain benefits, enrollment and claim information

Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills

Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction

Focus on customer retention through first call resolution of concerns

Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction

Ensure all customers’ needs are completely met, timely, without elevation if possible

If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings

Ensures the satisfactory resolution of routine and complex Pharmacy inquiries including, but not limited to, benefits, claim filing and processing, collection issues, enrollment discrepancies, legal requests, Medicare Secondary Payer, and payment requests, Third Party Administrators, COBRA, reinstatements, conversions, refunds, new enrollment, transfer situations, student certifications, handicapped dependents, for all lines of business administered and supported by Capital BlueCross and Avalon

Conducts specific job related instructional sessions as requested by Supervisor

Be able to prioritize work, communicate and share information with the team as necessary

Respond to customers inquiries via telephone, correspondence, on-site, Fax, Secure IT, E-mail and personal interviews from individual customers, group administrators, providers, Capital BlueCross personnel, Host Plan personnel, attorneys, and outside entities working on the customer's behalf

Monitors pharmacy related inquiries utilizing various system generated reports for accurate and timely resolution to ensure customer satisfaction and compliance with MTM (Member Touchpoint Measures), PPACA, ERISA, and Act 68 quality, and timeliness guidelines

Provides clear and concise instructions to the appropriate Plan area, in the approved format (e.g., electronic, on-line or hard copy forms, telephone contact) for the resolution of the issues

Contacts the appropriate internal/external entities (e.g., groups, providers, Marketing, Legal, Host Plans, Vendor contacts etc.) to obtain information and initiate necessary action

Enters all information necessary to update the Facets inquiries, Sales Force Case, PBM applications, or Work Bench when appropriate, for tracking inquiry/Sales Force activity and keep notes updated on progress through resolution

Utilizes the system to obtain background information and prevent duplication of effort

Report trends to management that may indicate processing problems, lack of documentation or appropriate information concerning claims, enrollment areas, benefits, policies and procedures

Assists/participates with Marketing personnel and the broker community in the support of customer needs by researching and communicating information to other Company personnel or directly to the customer

May attend or participate in marketing related activities as a representative of Capital BlueCross (e.g., open enrollment, on-site visits, etc.)

Complete ongoing training to stay abreast of product, service and policy changes

Improve our quality of work on a daily basis by learning and employing new skills

Recognize, document and alert the supervisor of trends in customer service inquiries

Conduct yourself in a manner consistent with the values of the organization

Qualification

Customer servicePharmacy knowledgeProblem-solvingResearch skillsTechnical supportRegulatory complianceData analysisCommunication skills

Required

Complete and thorough understanding of all lines of business

Ability to conduct research and provide problem-solving support

Technical and administrative support experience

Experience serving as a liaison to PBM contacts

Ability to review, identify, and analyze policies, procedures, and contract issues

Ability to prepare recommendations on issues including root cause and action steps

Ability to ensure compliance with organizational and regulatory requirements

Knowledge of Medicare, PPACA, Healthy PA, CHIP, prescription, dental, vision, Chiropractic, Disease Management, Benefits Management, and other programs administered/supported by Capital BlueCross and Avalon

Excellent communication skills

Ability to manage telephone, electronic, and face-to-face interactions professionally and efficiently

Ability to establish and maintain positive relationships with customers

Ability to prioritize work and communicate effectively with the team

Ability to monitor pharmacy-related inquiries utilizing various system-generated reports

Ability to provide clear and concise instructions for issue resolution

Ability to contact appropriate internal/external entities for information and action initiation

Ability to enter information necessary to update inquiries and keep notes updated

Ability to report trends to management regarding processing problems

Ability to assist/participate with Marketing personnel and broker community

Commitment to ongoing training and improvement of work quality

Ability to recognize, document, and alert supervisor of trends in customer service inquiries

Conduct oneself in a manner consistent with the values of the organization

Benefits

Medical, Dental & Vision coverage

Retirement Plan

Generous time off including Paid Time Off

Holidays

Volunteer time off

Incentive Plan

Tuition Reimbursement

Company

Capital Blue Cross

At Capital Blue Cross, we promise to go the extra mile for our team and our community.

Founded in 1938

Harrisburg, Pennsylvania, USA

1001-5000 employees

https://capbluecross.com

H1B Sponsorship

Capital Blue Cross has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (4)

2024 (13)

2023 (5)

2022 (9)

2021 (5)

2020 (5)