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Candace Hewitt

Candace Hewitt

Lead Pharmacy/Member Customer Service Representative

Envision Rx

Sacramento, California Area

Influential verbal and written communication. Strong concentration to detail. Exceptional administrative skills. Excellent customer service skills. Works well with a team or alone. Able to handle multiple responsibilities and delegate if necessary. Works well under pressure. Possesses self-organization and a controlled ...

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Envision Rx

Lead Pharmacy/Member Customer Service Representative

• Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the
issue; select and explain the best solution to solve the issue; expedite correction or adjustment;
follow up to ensure resolution
• Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Answer calls that may require escalation in the absence of the supervisor
• Handle inquiries both telephonically and by email
• Research required information using available resources
• Place outgoing phone calls when business ventures warrant
• Route calls to appropriate resource
• Document all call information according to standard operating procedures
• Enter data accurately and timely
• Maintain a positive and professional demeanor at all times
• Utilize multiple company database programs for accessing member information
• Achieve individual performance goals for productivity and quality
• Administer and maintain all training materials for the department
• Coordinate and identify all job related training for the department
• Maintain training logs and training sign-off sheets
• Maintain confidentiality of patient and proprietary information
• Inform supervisors and managers on escalated issues, accomplishments of team members,
infractions and productivity items
• Lead and mentor staff to improve skillset and career potential
• Other duties as assigned