Card Processing, Co-Payments, Communication Skills, Computer Skills, Contract Requirements, Customer Support/Service, English Language, HIPAA (Health Insurance Portability and Accountability Act), Hazardous Materials/Substances, Health Plan, Healthcare, Healthcare Customer Service, High School Diploma, Medicare, Medications, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Nursing, Operations Guidelines, Operations Processes, Organizational Skills, Outpatient Care, Patient Care, Performance Management, Pharmacy, Physical Demands, Prescription Drugs, Presentation/Verbal Skills, Problem Solving Skills, Prosthetics, Set Goals, Telephone Skills, Writing Skills
JOB SUMMARY:
Handle inbound and outbound calls, including the processing and upkeep of pharmacy orders and handling of order inquiries and issues.
REPORTS TO: Patient Services Manager
ESSENTIAL FUNCTIONS (These duties must be performed with or without reasonable accommodation. This document in no way states or implies that these are the only duties to be performed by the employee occupying this position):
- Reach out to all new patients and introduce them to services and products via telephone
- Respond to incoming calls and answer any related questions
- Maintain patient census and reach out to patients prior to them needing their medications
- Ascertain from the patient all of their supply needs and review medication inventory
- Offer any additional support or assistance, such as consultations with pharmacists or nurse
- Maintain statements and inform patients of co-pays and past due amounts
- Process payments in the form of credit card transactions
- Schedule delivery of medication after all patient needs are addressed
- Document all related communications with pharmacy personnel, patients, physicians, nursing agencies and other related individuals
- Assist and maintain all related pharmacy records (prescription logs, care plans, medication profiles, and any other related files) as determined by the pharmacist
- Participates in pharmacy orientation programs, training programs, pharmacy staff meetings, in-services, and other programs as required.
- Exemplifies excellence in customer communications and service standards; uses AIDET.
- Has a good understanding and working knowledge of all Maxor policies and procedures, and HIPAA operational guidelines, Medicare requirements and other contract guidelines.
- Maintains good inter/intra departmental relationships. Works to create an amiable atmosphere within the department and company.
- Responds to change, performance improvement support, professional growth, and development goals.
- Completes other miscellaneous duties as assigned
QUALIFICATIONS: High School Diploma, GED or equivalent
Education: Associates Degree in healthcare related field, preferred. Completion of 90 day and annual competency based knowledge and skills assessments.
Experience:Previous healthcare experience and customer service experience preferred. Previous experience working in a pharmacy a huge plus. 1+ year of experience with Microsoft Professional Office Suite including Word, Excel & Outlook.
Knowledge, Skills, and Abilities:
- Ability to work with a wide variety of personnel under all circumstances
- Excellent communication skills, both verbal and written
- Efficient computer skills
- Ability to problem-solve
WORK SCHEDULE: Rotating shifts, including holidays, weekends, nights.
PHYSICAL REQUIREMENTS
(With or without the aid of Mechanical Devices):
- Must be able to read, write, and speak the English language in an understandable manner.
- Skill in oral and written communications.
- Must function independently, have flexibility, personal integrity, and the ability to work effectively with customers, personnel, and other agencies.
- Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position can be fully met.
- May require sitting or standing for long periods. Frequent use of computer.
- May be exposed to potentially hazardous and toxic substances.
- May be subject to falls, etc. throughout the workday.
WORKING CONDITIONS:
- Sitting, standing, bending, lifting, and moving intermittently during working hours.
- Works in well lighted/ventilated areas.
- Subject to frequent interruptions.
- Willingness to work beyond normal working hours, and in other positions temporarily, when necessary.
- Attend and participate in continuing educational programs.
- Communicates with both external and internal customers.
- Works harmoniously with all staff members, customers, and other outside personnel on a daily basis.
EOE M/V/F/D