CSR, Specialty Pharmacy

Provides customer service responsibilities for Restore RX  operations.  The successful candidate is an individual capable of maintaining a positive, professional attitude while making and receiving inbound & outbound calls and assisting other staff as needed. 

Essential Functions

1- Answers telephone and handles questions.

2- Receives inbound calls and appropriately answers or directs them to the proper area.

3- Makes outbound calls to patients to follow up or schedule delivery of medications. 

4- Receives written prescriptions or telephone requests.

5- Prepares patient intake documentation.

6- Verifies patient insurance coverage.

7- Comprehends insurance requirements and/or restrictions.

8- Conducts insurance verification to ensure patient’s insurance coverage is valid and will cover requested products/services.

9- Informs patient/responsible party of any financial responsibility.

10- Identifies all components needed to fulfill prescription orders.

11- Assesses patient/caregiver’s understanding of instructions for the product administration.

12- Determines method of delivery.

13- Coordinates delivery date and location.

14- Enters patient intake data into pharmacy system.

15- Gathers payment information from patients.

16- Maintains clean work environment.

Work Environment

This position operates in an office environment or warehouse environment and involves working in a quiet or noisy setting. The Customer Service Representative receives periodic supervision.

Competencies

1- Be able to perform each essential duty satisfactorily

2- Be able to count, record and document detailed medical and insurance information.

3- Have necessary skill to work within a pharmacy.

4- Be able to effectively communicate with patients and health care providers and payers.

5- Be able to read and interpret physician orders.

6- Be able to write routine reports and correspondence.

7- Be able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. 

8- Demonstrate a proficiency in Excel and Word.

Physical demands typical of this position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods of time, stand, walk, use hands and fingers to operate a computer keyboard, mouse, and other computer equipment. Requires frequent contact with employees, managers, and members. Requires mental concentration, problem solving, multi-tasking to meet deadlines, and visual acuity to view a computer screen and for reading.  Ability to meet tight deadlines, handle emergencies and changing priorities. May occasionally be required to lift and/or move up to 25 pounds.

Supervisory Responsibility

This position has no supervisory responsibility.

Travel

Work-related travel is not required of this position.

Required Education and Experience

High school diploma or equivalent.

CSR experience preferred.

Training in company policies and procedures, professional standards, relevant laws and regulations, including HIPAA.  

Working knowledge of computer systems, which may include: Microsoft Great Plains, VD HUB, Report Manager, Outlook, Manhattan/Scale, MS Office

Knowledge and training in product offerings

Preferred Education and Experience

Customer Service experience

Strong customer service and communication/telephone skills required. Processing calls in an automated call center environment strongly preferred.

Certificates and/or Licenses

No licensing requirements for this position.

Continuing Education

Must attend periodic in-service or training classes as designated by management. 

Security Clearance/Background Check

If required.

AA/EEO Statement

If required.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This job description has been approved by all levels of management