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Job Description

POSITION SUMMARY

The Pharmacy Help Desk Call Center Representative reports to the Pharmacy Help Desk Call Center Supervisor and is responsible to provide a customer service by telephone of incoming and outbound calls to providers, beneficiaries and pharmacies.

ESSENTIALS ROLES AND RESPONSIBILITIES

1. Answer incoming pharmacy calls regarding issues related to a claim transaction, reimbursement, payment, and other required information in accordance with PharmPix Pharmacy Help Desk Call Center performance metrics.
2. Answer incoming providers’ and beneficiaries’ calls following Call Center scripts, in a timely matter and in accordance with PharmPix call center performance metrics.
3. Answer incoming calls and perform outbound calls according to HIPAA and Pharmacy Laws Standards.
4. Identify pharmacies, providers and beneficiaries needs, clarify information, research every issue and providing solutions.
5. Document all inquiries in the Customer Service Management Applications such as, Service Desk, OneArk and email.
6. Route the case to the corresponding internal department or the appropriate Health Insurance Carrier.
7. Guide pharmacies, providers and beneficiaries regarding the process of claim
8. transmission, reimbursement and payment.
9. Constantly monitors the BACMAN Alert Application to ensure proper management of rejections at point of sale.
10. Evaluate on an individual basis to determine if the patient meets the criteria for a coverage determination for alerts such as DURs (Drug Utilization Reviews), HMO (Health Maintenance Organization) among other rejections evaluations required by business.
11. Identify system issues and route to the corresponding internal department.
12. Make outbound calls to pharmacies, providers and beneficiaries if necessary.
13. Support all Quality Management Program initiatives.
14. Perform Special projects and/or other duties assigned by the Operations Manager and or Pharmacy Help Desk Call Center Supervisor.

TRAINING & EDUCATION

• Pharmacy Technician, Technical or Associate Degree

LICENSURE / CERTIFICATION

• Puerto Rico Board of Pharmacy Technician Registry Certificate (CPhT), or prospect.

PROFESSIONAL EXPERIENCE

• 1 - 2-year customer service or call center experience and healthcare environment (Preferable).

PROFESSIONAL COMPETENCIES

Knowledge:

• Fully Bilingual (Spanish / English written and verbal).
• PC skills (Microsoft System)/System oriented.

Skills:

• Strong customer service skills.
• Excellent phone, written, active listening and follow-through skills.
• Skill in analyzing situations accurately and taking effective action.
• Attention to details.
• Time Management Skills: Establishing priorities and accomplishing tasks in a timely manner.
• Ability to work with others to reach a solution.
• Be able to toggle between several software programs.
• Demonstrated effective organizational skills.

Abilities:

• Able to effectively interact with internal departments, PharmPix clients, members and other healthcare professionals.
• Ability to work with others to reach a solution.
• Be able to toggle between several software programs.
• Ability to work in a fast-paced environment and multitask.

PHYSICAL AND MENTAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sitting, standing and walking.
• The position requires that weight be lifted and force be exerted up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ENVIRONMENTAL AND WORKING CONDITIONS

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Require evening or weekend work.

PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans

If you are looking for a new career in a stable, recession-proof industry where you can use your incredible customer service skills to solve problems for our homeowners, then this might be the position for you. We are looking for someone that thrives in fast–paced multitasking, which can solve complex problems quickly – with a smile!

WHO IS SPECTRUM ASSOCIATION MANAGEMENT?

We are an HOA Management Company… NO, NOT the internet company !  We manage the operations of many homeowners’ associations throughout Texas and Arizona. We are proud to be one of the most respected and recognized companies in our industry. Named Best Place to Work for the last 18 years in a row! We are energetic and passionate about our goals that have led to continued company growth, which translates to more opportunities for our employees (or as we call them, Oddballs!)

WHO ARE WE LOOKING FOR?

We are looking for highly motivated people who can multitask across different communication platforms and have a passion for customer success.  We operate a contact center with a friendly and team-oriented atmosphere where we support thousands of diverse requests daily. Our homeowners contact us in many channels – phone, email, chat. Experience in a fast-paced call center environment or similar type of customer service role is desired, buy may not be required if you know you will excel in that type of environment.

We are currently hiring for a full-time representative. Shift hours may vary based on business needs but will be between 8 am to 6 pm Monday to Friday. Some weekend work available but not required.

What are the Top 5 Qualities of someone that is successful at this role:

1) Self-Motivated individual that over-achieves goals set for you and your department.

2) Fast learner that can understand that complex service we manage, to best serve the homeowner.

3) Resilient and positive attitude while handling many difficult interactions with homeowners.

4) Tech wizardry to efficiently use  CHAT , EMAIL , PHONE,  and client database tools seamlessly

5) Strong passion for customer success and pride on resolution of homeowner concerns

Please visit   for a visual description of the role and benefit details.

SPECTRUM ASSOCIATION MANAGEMENT HIGHLIGHTED BENEFITS

We offer a comprehensive package that is more than just a paycheck

• Recognized as Best Places to work for the past 18 years in a row. k since 2007!

• Fastest Growing Company - Fast Track 50 in 2020.

• San Antonio-based homeowners’ association management company. (With offices throughout Texas and Arizona)

• Privately owned with over 20 years in business and during those years, we have never had to lay anyone off.

• Work / Life balance.

• 5 weeks of PTO to allow for rest, travel, family, and hobbies.

• 40 paid hours per year for community service activities.

• 11 Annual Paid Holidays. 

• Paid Training - Internal Learning and Development Management System.

• The full suite of benefits includes Medical, Dental, Vision, STD/LTD, Life/AD&D and a 401k program.

• Free medical clinic in-house (in the San Antonio office – virtual appointments for other offices).

• Phone and Mileage Reimbursement

• Well-structured career track plan with a 6-month review.

• Pay $15.00/hr. with reviews and performance increase opportunities every 6 months.

Office location: 

17319 San Pedro Avenue

San Antonio, Texas 78232

For more information about Spectrum Association Management, visit our website at

Spectrum Association Management is an Equal Opportunity Employer.

Key Responsibilities:

• Answer inbound calls and respond to customer inquiries in a courteous and professional manner
• Make outbound calls to follow up with customers, confirm appointments, or provide updates
• Provide accurate information about company products, services, and policies
• Resolve customer concerns and escalate complex issues to the appropriate department
• Process orders, payments, service requests, and account updates
• Document customer interactions and maintain detailed records in the call center system (CRM)
• Meet or exceed performance metrics, including call handling time, customer satisfaction scores, and resolution rates
• Collaborate with team members and other departments to ensure customer needs are met
• Adhere to scripts, policies, and compliance requirements while maintaining a natural, empathetic tone
• Stay updated on company offerings and procedures to provide accurate support

Qualifications & Skills:

• High school diploma or equivalent (Associate’s or Bachelor’s degree a plus)
• Previous call center or customer service experience preferred
• Excellent verbal communication and active listening skills
• Ability to remain calm and professional under pressure
• Strong problem-solving and multitasking abilities
• Basic computer proficiency and experience with CRM systems
• Positive attitude, patience, and customer-focused mindset

We are seeking a dynamic and customer-focused Call Center Representative to join our team. The ideal candidate will be responsible for handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries in a timely and professional manner.

The Call Center Representative will play a key role in maintaining customer satisfaction and loyalty by delivering high-quality service and support.

• Answer incoming calls and respond to customer inquiries
• Make outbound calls to follow up on customer issues
• Provide information about products and services
• Resolve customer complaints and issues
• Update customer records in the database

• High school diploma or equivalent
• Previous experience in a call center or customer service role preferred
• Excellent communication and interpersonal skills
• Ability to multi-task and work in a fast-paced environment
• Strong problem-solving skills

If you are a motivated and customer-oriented individual looking to join a dynamic team, we want to hear from you! Apply now to be considered for the Call Center Representative position.

Job Description

Responsibilities

• Providing first-line support to both internal and external customers via phone and email, addressing order fulfillment, product inquiries, information clarification, research, and delivering prompt and optimal solutions.
• Acting as the primary escalation point for Order Management issues, working closely with retail teams to ensure efficient resolution.
• Accurately entering data into the order entry system to facilitate seamless order processing.
• Adhering to standard work practices to ensure professional and consistent service delivery.
• Leveraging relevant software, databases, scripts, and tools to deliver satisfactory service to customers.

• Proactively addressing and resolving customer issues, including order fulfillment and information requests.

Requirements

• 3-5 years of experience in call center environments, demonstrating proficiency in customer service practices.
• Basic competency in Microsoft Suite (Outlook, Word, PowerPoint).
• Previous experience with SAP or other Order Management Systems is advantageous but not mandatory.
• Familiarity with Salesforce.com is a plus but not required.

Call Center Representative - Mesa Call Center at MDS Communications summary:

As a Call Center Representative at MDS Communications, you will perform outbound calls on behalf of respected non-profit organizations to secure financial donations and support charitable causes. The role involves using predictive dialing technology, following approved scripts, and achieving productivity and fundraising targets in a dynamic, team-oriented environment. Employees receive comprehensive training, performance bonuses, health benefits, and opportunities for career advancement within a values-driven organization.

MDS Communications is looking to hire Call Center Representatives !

Are you seeking a job with real purpose -where your efforts help people in need and support causes you care deeply about? As a Communication Specialist at MDS Communications, you won't just make calls-you'll make a difference .

For over 33 years, the nation's most respected non-profits have partnered with MDS Communications to lead impactful telephone fundraising programs and donor communications. With over 400 employees across 18 states, we're one of the largest and most trusted names in the industry. Our clients include renowned charities like: Special Olympics, Habitat for Humanity, CARE, Heifer International, Operation Smile, Project Hope, Save the Children, the International Fellowship of Christians and Jews, The American Red Cross, and Christian ministries like Focus on the Family, Prison Fellowship, the Navigators and Catholic Medical Mission Board. We are fully registered in all 50 states and uphold the highest standards of legal and ethical compliance.

As an MDS Communication Specialist you will:

• Receive in-depth training.
• Be assigned to one of four MDS “Teams” that calls on behalf of a set of MDS clients.
• Call for 4-8 different clients over the course of an 8 hour day, using predictive dialing equipment. We typically handle about 16-24 completed calls per hour with an average of about 20 - 30 seconds between calls.
• Communicate with donors and prospective donors in a positive, engaging and enthusiastic manner using a carefully crafted script that is approved by our clients.
• Secure financial gifts from donors and prospective donors on behalf of our clients.
• Maintain minimum fundraising and productivity metrics.

Successful applicants will bring:

• 1 year or more of successful outbound telemarketing experience or a strong general employment record with long term stability
• Basic computer skills.
• A commitment and enthusiasm to the charitable and non-profit causes we represent.
• A willingness to learn.
• Persistence

Benefits of joining MDS:

• $15.70-$7.20 per hour for 40 hours shifts (depending on schedule).
• Participation in our performance bonus program (MDS paid 635,000 in bonuses in 2024, equating to over 12,000 per week). Top performers consistently earn 8- 10+ in hourly bonus on top of the wages mentioned above.
• Paid break time.
• Health insurance eligibility after just 2 months. MDS pays 75% of base employee premiums.
• Paid time off.
• The opportunity to transition to working from home after you have established yourself in the call center.
• The opportunity to advance to management positions, Inbound Donor Services positions, as well as manage portfolios of 1k- 10k donors for our clients. MDS seeks to promote from within whenever possible.

MDS Communications is a faith-based company rooted in Christian values. While we don't require employees to share our beliefs, we do ask they respect our desire to be salt and light in a dark and desperate world -both through our work and how we treat one another. Because God loves redemption stories, we're proud to be a recovery-friendly workplace. If you are sober and committed to extending your sobriety, we want to help you on that journey.

Keywords:

call center, outbound telemarketing, donor communications, telephone fundraising, non-profit fundraising, predictive dialing, customer engagement, fundraising calls, performance bonuses, charitable organizations