Script Care customer service representatives (CSRs) are available 24 hours a day, and are located in the SCL headquarters in Beaumont, Texas. With dedicated 800 lines, our CSRs will greet your members with your brand name on every call. All CSRs have online, real-time access to the claims processing system in order to handle the full range of service issues - from simple informational questions by participants to detailed processing issues at the pharmacy level. Extensive training and CSR access to real-time information ensures the accuracy and quality of responses received by members, clients and pharmacies. Additionally, on an ongoing basis, our Customer Service Director monitors and scores calls at random. If any CSR fails to maintain a 95% or higher average score on all calls monitored, they are placed on an action plan and provided with extra coaching, counseling or training, as needed.
Script Care's success and continued growth can be traced to the philosophy that taking care of the client's needs is the first priority of management and staff. Script Care is known for outstanding customer service to participants, plan sponsors and pharmacy providers. This dedication to service, coupled with a highly innovative approach to plan design and genuine savings on prescription needs, is a Script Care benchmark. Script Care, Ltd. recognizes the critical importance of quality service and monitors results at all levels on a continuous basis.