Customer Service Representative - Accredo

Accountabilities:

• • Handle a high volume of inbound patient calls with professionalism, efficiency, empathy, and attention to detail.
  • Assist patients with medication orders, benefits explanations, billing inquiries, and complex issue resolution.
  • Follow established workflows, procedures, and call-handling standards while maintaining consistent focus throughout scheduled shifts.
  • Listen actively to patient concerns, de-escalate challenging situations, and provide appropriate solutions within established guidelines.
  • Protect sensitive patient information and consistently comply with applicable healthcare privacy and confidentiality requirements.
  • Navigate multiple systems and applications simultaneously to accurately document interactions and resolve patient requests.
  • Meet established monthly performance and quality metrics while responding effectively to changing call types, processes, and procedures.
  • Participate fully in training, assessments, coaching, and ongoing professional development.
  • Maintain a reliable and consistent work schedule, including the required commitment during the first 90 days of employment.
  • Contribute to a supportive virtual team environment focused on service excellence and positive patient experiences.

  Requirements

  • High School Diploma or equivalent required.
  • Previous experience is not required; 1+ year of healthcare customer service experience is preferred.
  • Demonstrated ability to perform effectively in a high-volume contact center or similarly structured customer service environment.
  • Strong verbal and written communication skills, with the ability to adapt communication to different patient needs and perspectives.
  • Strong problem-solving and critical-thinking skills, including the ability to assess situations and take appropriate action in real time.
  • Excellent organization, attention to detail, and time-management skills.
  • Customer-focused mindset combined with patience, empathy, professionalism, and the ability to manage sensitive conversations.
  • Proficiency with Microsoft Office and confidence navigating multiple computer systems simultaneously.
  • Ability to remain focused and engaged while handling back-to-back calls for extended periods.
  • Ability to work at a computer and remain seated for extended periods throughout the shift.
  • Reliable internet connection and a dedicated, distraction-free home workspace are required.
  • Home internet must use cable broadband or fiber service with minimum speeds of 10 Mbps download / 5 Mbps upload.
  • Availability to work within contact center hours of Monday–Friday, 8:00 a.m.–11:00 p.m. EST, and Saturday, 8:00 a.m.–5:00 p.m. EST.
  • Ability to attend 100% of the required nine-week virtual training program, including on-camera sessions, live call-taking, and assessments.
  • Ability to work the assigned schedule consistently during the first 90 days of employment.
  • Must reside in Arizona, Indiana, Georgia, Pennsylvania, Texas, Virginia, or Oregon.
  • Authorization to work in the United States is required; employment visa sponsorship is not available for this position.

  Benefits

  • Hourly compensation of $17.75–$19.00 USD, depending on relevant experience and geographic location.
  • Eligibility to participate in an annual bonus plan.
  • Comprehensive medical, dental, and vision coverage starting on day one.
  • Well-being and behavioral health support programs.
  • 401(k) retirement plan.
  • Company-paid life insurance.
  • Tuition reimbursement.
  • At least 18 days of paid time off per year.
  • Paid holidays and leaves of absence.
  • Fully remote, work-from-home opportunity.
  • Paid nine-week virtual training program.
  • Ongoing training, coaching, and professional development opportunities.
  • Supportive virtual team environment focused on meaningful patient impact.