• Answer telephone inquiries in a pleasant, professional and efficient manner assuring exceptional customer service • Document all incoming calls and dialogue within company software • Resolve client drug benefit concerns of a medical, financial, or technological nature • Provides enrollment support for new PACE enrollees • Communicates pharmacy benefit information to network pharmacies contracted with facilities where CK PACE participants reside • Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place • Provides help desk support to network pharmacies • Education PACE staff regarding CK and network pharmacy processes for facility participants • Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations • Coordinates and sets up couriers to ensure timely medication delivery • Attend department and company meetings and educational programs upon request • Ensures that HIPAA guidelines are followed in every communication with clients • Interest in learning new tasks for development purposes • Embody AnewHealth’s Core Values in all communications and interactions • Other duties as assigned

• Act as the primary owner for customer inquiries via phone, email, and chatbot. • Analyze and resolve routine and complex problems in a timely manner, aiming for first-call resolution. • Edit and update customer account information, interpret service needs, and manage account changes such as inventory consolidations, record classification projects, and department setups. • Resolve customer invoice and billing questions and assist customers with technology requirements and proprietary system support. • Generate key customer reports, including activity and negative growth data, to support Account Managers in strategic decision-making. • Partner with Supervisors, Managers, and internal departments to escalate technical needs and ensure all professional standards are met. • Ensure all service requests are completed promptly in accordance with established Service Level Agreements (SLAs) and organizational policies.

• Handle a large volume of calls • Conduct telephone screening on a variety of both inbound/outbound calls • Engage in positive interactions to effectively meet the needs of the customers

Role Description The Department of Community Health (DCH) is seeking a qualified Customer Service Specialist for the Georgia State Board of Pharmacy. This role works and communicates with the public, internal customers and/or external customers to provide information and services targeted to meet customer expectations. - Answer inquiries from internal and external customers - Receive and review inquiries and customer service issues - Answer questions and distribute appropriate Board literature - Provide recommendations for features or information services - Provide data entry for incoming applications and license requests - Review application data, applicant profiles, call center data, or other program function areas - Receive and respond to telephone calls, emails, and/or faxes - Assist customers, applicants, visitors, personnel and/or officials regarding regulations, policies, and procedures - Serve as phone backup to front desk staff - Generate written responses to customer inquiries - Retrieve computer records and enter or update databases - Record application fees collected for services - Receive, sort, and distribute mail for processing - Scan and index incoming documents - Maintain the departmental filing system Qualifications - High school diploma/GED and six (6) months of experience handling customer's questions, complaints and/or providing information. Requirements - Bachelor’s degree OR two years of customer service in communicating information Benefits - Generous benefits package including employee retirement plan - Paid holidays annually - Vacation and sick leave - Health, dental, vision, legal, disability, accidental death and dismemberment insurance - Health and child care spending account