Careers

Careers

PDMI is always looking for talented individuals like you to join our team. Nearly half of our over 125 member staff have IT degrees and PDMI is proud to call Youngstown, Ohio our home. Full-time positions include competitive salaries, full benefits, 401(k), paid vacations and holidays. View all our open opportunities or use the search tool below.

Pharmacy Help Desk Agent

  • Poland, Ohio
  • Responsible for user-facing customer service. Assists pharmacies in the field by troubleshooting issues with PDMI’s online claims adjudication system (i.e., rejected claims). Answers phone inquiries from pharmacists, pharmacy technicians, physician’s offices, and members.

    In the performance of their respective duties and responsibilities, all PDMI employees are expected to conform to the following:
    • Perform quality work within deadlines with or without direct supervision
    • Interact professionally with other employees, customers, and providers
    • Work effectively as a team contributor on all assignments
    • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, teams, and departments

    Essential Duties and Responsibilities include the following. Other duties may be assigned.

    Call Center (100%): 
    • Answering phone calls from pharmacies, physicians, or members while maintaining a high level of professionalism and accurately providing a resolution
    • Troubleshooting online claims processing
    • Entering overrides and prior authorizations
    • Real-time eligibility (add/change/delete)
    • Entering basic DMR’s (Direct Member Reimbursements) and UCF’s (Universal Claim Forms) and uploading them to SharePoint
    • Assisting other departments as needed

    *With additional experience and tenure within the Call Center, an Agent may be expected to pick up additional responsibilities including, but not limited to the following*
    • Adding or updating client-specific claims processing information to the Helpdesk Assistant database utility
    • Entering member eligibility files
    • Ability to understand and resolve basic MAC questions
    • Advanced claims payment research
    • Locating EOBs for pharmacy inquiries 
    • Adding or updating client-specific claims processing information to the Helpdesk Assistant database utility
    • Running 835 processes
    • Pharmacy provider payment adjustments
    • Entry-level Benefits training (i.e., group enrollment, client set-up and maintenance)
    • Mentoring of Call Center Agents
    • Responding to external email requests in a timely and professional manner

    Supervisory Responsibilities: This job has no supervisory responsibilities, although some training/coaching will apply to new hires. 

    Competencies, Skill and Other Requirements:                                                                 
    • Strong communication skills; this position requires the ability to communicate within multiple disciplines (members, physicians, and pharmacists)
    • Strong attention to detail
    • Ability to function effectively and professionally in a fast-paced environment
    • Ability to multi-task, managing multiple projects/priorities daily
    • Troubleshooting skills (analytical)
    • Excellent research skills, follow-up skills, documentation skills, and issue-resolution skills
    • Quality minded
    • Results-oriented style
    • Motivated and goal-oriented
    • Strong verbal and written communication skills
    • Ability to perform multiple tasks/jobs daily
    • Ability to work cooperatively in a team-oriented environment, as well as being able to work well independently

    Education and/or Experience:    
    • Minimum high school diploma; two- or four-year college degree preferred
    • 1-2 year’s work experience as a Pharmacy Technician in a retail pharmacy setting preferred
    • Pharmacy Technician certification preferred but not required
    • Customer Service skills
    • Knowledge of Microsoft Office suite of products
    • Unique integrated knowledge of the PDMI product and systems

    Physical Demands: The physical demands described here are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodations available for individuals with disabilities to perform the described essential functions.

    While performing the duties of the job, the employee is regularly required to talk and hear. The employee is frequently required to sit and use their hands and fingers to handle or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

    Work Environment: The work environment characteristics described here are representative of the environment the employee will encounter while performing the essential functions of the job. Reasonable accommodations available for individuals with disabilities to perform the described essential functions.  The noise level in the work environment is usually quiet to moderate.