Pharmacy Call Center Representative

Job Description

Be part of a team of pharmacists and pharmacy technicians working in a call center pharmacy, providing customer service for Postal Prescription Services patients. Includes answering and placing calls to patients and providers, as well as prescription entry and billing. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.

Responsibilities

Understand and adhere to Health Insurance Portability and Accountability Act (HIPAA) regulations and the company�s policies regarding the same
Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Achieve and maintain productivity levels consistent with contact center standards
Utilize Pharmacy applications and vendor platforms for data entry and to optimize patient care
Collaborate on multi-level communication with patient, pharmacy, provider and insurance to deliver comprehensive care
Address patient inquiries received directly through PPS telephone number
Maintain a current national and/or state registration, certification, or license depending on state requirements
Support company health and wellness initiatives
Review customer or client accounts, providing updates and information about billing, shipping, and other account items
Collaborate with other call center professionals to improve customer service
Help to train new employees and inform them about the company’s customer management policies
Must be able to perform the essential job functions of this position with or without reasonable accommodation

Qualifications

Minimum

High School Diploma or GED
Must be 18 years of age
Ability to work in a fast-paced environment
Demonstrated ability to maintain confidentiality and protect sensitive information

Desired