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

• Any pharmacy experience
• Any call center experience

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