Job Description

Job Title: Customer Service Representative – Prior Authorization (Temporary)

Location:

Remote (Must reside within 50 miles of one of the following locations:

• Mason, OH
• Norfolk, VA
• St. Louis, MO

Work Schedule:

• Full-time: 40 hours/week
• Monday–Friday, 8:00 AM–8:00 PM EST (set schedule determined at offer)
• No weekends
• Training schedule: Monday–Friday, 9:00 AM–5:30 PM EST
• Important: Must be available to work on MLK Day (January 19, 2026). No additional time off permitted outside of designated holidays (12/25 and 1/1) unless under extenuating circumstances (e.g., FMLA/LOA).

Compensation:

• Hourly Rate: $17.00/hour

Job Type:

• Temporary
• Duration: December 8, 2025 – Q1 2026

Work Environment:

• Primarily remote
• Onsite presence required for onboarding, equipment pickup, and first/last week of training
• Equipment provided: keyboard, mouse, two monitors, computer

Job Description:

As a Customer Service Representative, you will respond to inbound calls related to prior authorization inquiries. You’ll work within various systems to resolve customer concerns, escalate issues appropriately, and ensure a positive member experience.

Key Responsibilities:

• Respond to customer inquiries via phone and written correspondence regarding insurance benefits, eligibility, claims, and provider contracts
• Document inquiry outcomes thoroughly for tracking and analysis
• Operate PC/image station to extract and input data
• Coordinate with internal departments to resolve customer issues
• Conduct outbound calls within the ZipDrug business area
• Maintain high performance standards (e.g., 95% quality score)
• Follow scripts and SOPs during training and production

Required Qualifications:

• High school diploma or equivalent
• Previous experience in a customer service or automated call center environment
• Strong oral, written, and interpersonal communication skills
• Problem-solving and analytical skills

Preferred Qualifications:

• Experience in inbound call centers
• Familiarity with health insurance and prior authorization processes (preferred but not required)

Additional Details:

• No driving required beyond standard commute
• No credentialing required
• No work in care centers, clinics, or member homes
• No access to medication
• No Level II fingerprint screening required

Hiring Process:

• Group interviews via Microsoft Teams (camera required): November 10–14, 2025 (dates TBD)
• Equipment pickup required at designated location
• 6-week training program (first and last week onsite, remainder virtual)
• Supervisor/SME support available onsite during training weeks

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