Pharmacy Call Center Representative

No detailed description available.

• Maintains confidentiality of patient, employee, medical staff, departmental and administrative information with no infraction
• Exhibits tact and consideration with other staff and customers
• Maintains objectivity and accepts criticism and feedback, using each exchange as a learning opportunity
• Answers phone within 4 rings, does not leave patient on hold more than 5 minutes and offers to call back patient if patient will be left on hold while researching a request
• Meets call center goals as assigned on a monthly basis to achieve appropriate handle ratio, total call volume answered, minimal Not Ready time, etc.
• Understands the prescription plan thoroughly and communicates with customers or physicians offices any questions regarding prescriptions, step therapy/prior authorization processes, price quotes, and high cost generic medications
• Maintains an awareness of pop-ups and reads and follows through with all necessary actions
• Plays a role in maintaining effective records, deleting any old notes that are no longer needed and adding new relevant information to the patients profile to be communicated to the entire staff as necessary
• Follows guidelines when faxing refill requests and sending electronic requests to physicians offices
• Leaves adequate and understandable notes in the members profile for any issue that needs to be communicated to other staff members
• Collaborates with Pharmacy Bookkeeper and Technicians regarding member follow-up such as credit card rejections, price alerts, etc.
• Registers members and family members, including online registrations, accurately and completely; verifying that all member and dependent information is updated including address, allergy information, phone number, and payment method
• Researches each prescription follow-up completely by verifying members address, checks shipping date, reviews members profile for any communication notes, provides delivery confirmation information if requested
• Disengages the angered caller and converts a negative communication to a positive and helpful exchange before alerting the Call Center Supervisor for a call back
• Completes work in a timely manner and prioritizes and plans work activities
• Demonstrates accuracy and thoroughness with data and manages competing demands
• Communicates with team and supervisor regarding work priorities and provides feedback regarding requests, projects and assignments as appropriate

• Accuracy and attention to detail for long periods of time; excellent organization skills
• Must be able to multitask efficiently with other assigned duties and be ready to accept calls with calm demeanor
• Individual must have excellent customer service skills, inter-personal skills, communication skills, accuracy, and the ability to follow up
• Use of telephone, Bluetooth headset and multipurpose copier/fax
• Basic proficiency skill set in MS Office: Word, Excel and Outlook

• Paid Time Off from Day One
• Career Development
• Whole Person Wellbeing Resources
• Mental Health Resources and Support