Customer Service Agent

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Job Type
Permanent position
Job number


The Customer Service Agent or Field Reimbursement Agent (FRA) coordinates and supports efforts to maximize reimbursement for drug therapy. The position is part of an interdisciplinary partnership. In this position you will have to work with health care professionals, physicians, patients, pharmacists and payers both proactively and retrospectively. You will have to: • Identifies and qualifies patients for indigent drug programs at assigned facility; • Perform Inbound and Outbound calls as per established programs SOP’s; • Interfaces appropriately with program administrators for reimbursement assistance programs sponsored by the drug manufacturer; • Interacts with physician offices to ensure that necessary paperwork, important to the patients reimbursement gets filed promptly and correctly; • Ensures that patient specific reimbursement related information is obtained and available for review and for tracking of replacement product; • Maintains database comprised of issues, standard forms and letters, patient updates, etc. • Tracks and documents financial assistance to indigent patients; • Log information into appropriate database; • Responsible for the intake of the program specific correspondence, including mail and faxed documents; • Daily data entry into CRM • Available to travel for national training meetings and regional meetings (absence from home for several nights)

Specific knowledge

This position: • Requires good knowledge in fields such as medical office administration, pharmacy technician, social services or similar vocations generally obtained through completion of college degree program, pharmacy technician certification, or equivalent combination of experience and education. • Requires one (1) to two (2) years experience. • Ability to communicate effectively in French & English both orally and in writing; • Strong interpersonal skills and ability to work in teams • Good negotiating skills and analytical skills • Strong organizational skills; attention to detail and sense of urgency • Knowledge of Microsoft Word, Excel and PowerPoint; previous experience with database / CRM is an asset; • Must have a secure office space at home that is used exclusively for the position with access to high speed internet and telephone connectivity; • Candidate must demonstrate autonomy and discipline to work from home without direct continuous supervision; must also agree for regular visits from their direct supervisor at their home office.

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