The primary purpose of this position is to receive, research, and resolve third-party prescription issues, informational
inquiries, enrollment and eligibility procedures. The incumbent is also required to perform all tasks in observance of Rite
Aid’s brand and strategy and adhere to our core values and service attributes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The associate is responsible for the functions below, in addition to other duties as assigned
Accept live calls from the stores, determine the basis of the calls, resolve, code and prioritize them by
importance, situation, and/or impact on the store in Retail Automated Customer Service (RACS). Review calls
from the Field System Support (FSS) queue. Contact stores to assess problems and to obtain further details as
needed. View systems claim information to evaluate claim data and agency responses.
Troubleshoot and attempt to resolve the problems/issues indicated in the calls received
Escalate problems to other departments or points of contact for resolution as needed
Provide follow-up regarding “open” problems under review, correction, and/or enhancement, Ensure that calls
are closed within a timely basis and that the resolution is appropriately documented in RACS
Complete and reply to non-Rite Aid Dispense System (RADS) reversal request for Third Party Claims
*This position's shift is 1:30pm-10:00pm and also requires weekend work as needed.
One (1) year of experience in experience in a third party agency customer service/call center environment preferred
Or equivalent combination of education and experience
H.S. Diploma or General Education Degree (GED) required