[Remote] Customer Service Representative, Omnicare (Monday-Friday between 8:30am-6:30pm EST)

Note: The job is a remote job and is open to candidates in USA. Omnicare, an independent organization providing pharmacy services to long-term care facilities, is hiring a phone-based Customer Service Representative. The role supports residents, responsible parties, and facility partners by resolving billing and account inquiries, verifying insurance information, processing payments, and ensuring compliance.

Responsibilities

• Serve as the primary customer support resource for long-term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns
• Collect, review, and verify account-specific information, including billing details, insurance coverage, payer information, and applicable coding
• Update, maintain, and document customer account activities within designated work campaigns and servicing platforms
• Review account status to verify accuracy, identify discrepancies, and take appropriate action to progress accounts toward resolution
• Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances
• Process customer payments accurately and perform follow-up activities to ensure proper posting and account resolution
• Research and resolve billing questions, payment concerns, and account discrepancies in a professional and timely manner
• Maintain detailed and accurate documentation of all customer interactions and account activity
• Ensure compliance with all federal and state regulations, company policies, privacy standards, and departmental procedures
• Participate in corporate campaigns, special projects, and strategic initiatives that support organizational goals and leadership-directed objectives
• Collaborate with internal departments to resolve customer concerns and improve overall service delivery
• Meet established performance, quality, and productivity standards while delivering a positive customer experience
• Perform other duties as needed

Skills

• 1+ year of experience in a high-volume call center environment
• 1+ year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D
• Demonstrated proficiency in working multiple systems simultaneously, as well as with Microsoft Office (Outlook, Word, Excel)
• High school diploma or GED
• Previous experience in a long-term care and/or pharmaceutical environment
• Strong written and verbal communication skills
• Demonstrated professional demeanor in all communications
• Excellent attention to detail
• Strong administrative and data entry skills
• Ability to build relationships with customers and members
• Excellent customer service skills
• Strong problem-solving, investigative, and conflict-resolution skills
• Associate's degree

Benefits

• Eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
• This full-time position is eligible for a comprehensive benefits package, based on eligibility, including medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources.

Company Overview