Job Description

CSR

Cary NC x10 seats

Description:

Attention to detail, strong customer service skills, good attendance

Paid training

Temp to hire position if metrics are met and good attendance is maintained.

Does this role have a potential to convert to FTE? Yes

Purpose

The Customer Service Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel. The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.

Essential Duties and Responsibilities

♣ Primary resource for inbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.

♣ Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.

♣ Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction. Must be able to show empathy to patients.

♣ Run medical claims and update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.

♣ Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.

♣ Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate

♣ Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety

♣ Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)

Qualifications/Requirements

♣ High School Diploma or GED with minimum of Associate degree preferred

♣ One year or more of call center experience

♣ Experience working with management information systems to effectively address customer needs

♣ Proficiency in Microsoft applications

♣ Excellent verbal and written communications

♣ Must be able to show empathy when talking to patients

♣ Professional telephone manner

♣ Strong attention to detail

♣ Customer service experience preferred

♣ Medical office experience / knowledge of medical terminology preferred

♣ Pharmacy experience is a plus, but not required

♣ Medical claims experience is a plus, but not required

♣ Training and the job are on site.

♣ Shift is 11:30am – 8pm, Monday – Friday.

♣ This is a temporary to permanent hire position for people who meet metrics and attendance policies.

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