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Pharmacy Call Center Representative
at Tailored Management
Bourbonnais, IL

Pharmacy Call Center Representative
at Tailored Management
Bourbonnais, IL

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Job Description

Pharmacy Call Center Representative
Location: 581 William R Latham Drive, Bourbonnais, IL 60914


  • Processes coverage determination requests received by mail, fax, electronic portal or telephone.
  • Works in various queues to ensure proper handling of all processes related to coverage determination requests.
  • Works with time sensitive material and must adhere to mandates turnaround times on all work.
  • Responds to inquiries from customers for information and assistance related to coverage determinations.
  • Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
  • Seeks assistance with complex customer services issues.
  • Makes outbound notification calls to members and/or their appointed representatives regarding status of requests.


  • Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions.
  • General knowledge of formulary process, and branded versus generic drugs required. -Excellent verbal and written communication skills.
  • Excellent customer service/people skills.
  • Excellent telephone and PC/data entry skills.
  • Ability to handle high volume of calls.
  • Ability to multi-task, i.e. data entry with speed and accuracy while managing calls.
  • Analytical skills.
  • Ability to handle and resolve escalated issues.
  • Strong decision making skills to appropriately serve the customer.
  • Ability to interact within a diverse workplace.
  • Must be able to sit for the majority of shift and be comfortable working in a call center environment.
  • All work is subject to review and follow up for errors and coaching by management staff/agency.
  • Experience within role, at least 1 year


  • High School Diploma or GED required, some college/college degree preferred.
  • 1+ years of Call Center experience and retail pharmacy experience preferred.

*Certification not required but is great to have, willing to take candidates who have their trainee certificate

Company Description

Tailored Management is a national premium recruiting firm; dedicated to developing strong relationships with both clients and career seekers. Our President says, “The people business is personal.” This simple but profound phrase shapes the thinking that has made Tailored Management into a major national force in the recruiting industry. We believe to our core in finding the perfectly tailored candidate for each role we fill - each and every time.

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