Sr. Client Support Representative - Archimedes

Company

Archimedes – Transforming the Specialty Drug Benefit. Archimedes is the industry leader in specialty drug management solutions, founded with the goal of transforming the PBM industry to provide alignment, value and transparency, and delivering rigorous clinical management at the lowest net cost.

Archimedes eliminates tightly held PBM conflicts of interest such as drug spread, rebate retention, and pharmacy ownership, achieving superior results for clients through transparency and value.

The Senior Client Support Representative is responsible for the overall performance of member services functions for a specific client. Working independently with limited supervision, they execute their role utilizing processes, technology, and customer service skills, guiding the client’s members with knowledge, escalation, overriding issues, and other support functions through proactive, direct support of each member’s needs. A deep understanding of Archimedes culture and mission is vital to the success of this position.

• Ensures all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external and internal customers.
• Front‑line call taking, gaining a deep understanding of the customer experience and using that understanding to continually improve that experience.
• Primary source of support for their client: answering questions, resolving issues, trending training needs, and identifying issues for entry into the Jira Ticketing system for process adjustments for their client as well as across the company.
• Tracks all of the client’s patients, proactively reaching out to ensure each and every member receives their medication on time with minimal issues.
• Receives, analyzes and approves PA override requests using appropriate internal resources.
• Handles Jira tickets according to current service level agreements.
• Follows established procedures, processes, and standards for production, productivity, quality, and customer service, meeting performance targets for speed, efficiency, and quality.
• Communicates constantly with members regarding positive or negative experiences.
• Has an indirect responsibility for the fiscal stability of Archimedes, understanding the sales process and its impact.
• Serves as the connection point between the customer and Archimedes, tracking all client members and proactively ensuring timely medication delivery.
• Utilizes daily reports and ticket processes to proactively identify and mitigate member issues.
• Drives consistency in messaging, proactively communicating to ensure issues and delays are understood, and maintaining constant communication with members about experiences.
• Ensures a deep understanding of the customer experience to promote continuous improvement.
• Reiterates the role as the primary support source for the client, answering questions, resolving issues, attending to training needs, and identifying improvement opportunities.
• Receives, analyzes, and approves PA override requests using appropriate internal resources.

• 3+ years call center experience preferable.
• Proven knowledge of Microsoft Excel, Word, PowerPoint, and Outlook.
• Ability to execute to standard call center management metrics.
• Must be able to work in office 100%.

502 Earth City Expy STE 300, Earth City, MO 63045, US