Patient Care Representative

Position Summary:  

The Patient Care Representative provides outstanding service to patients related to their prescriptions. Inquiries from patients and their representatives include but are not limited to refill requests, shipment status, billing issues, demographics,and payments.  

Essential Duties/Responsibilities:  

• Answer and respond to calls and emails 

• Resolve pharmacy issues from patients, providers and clients 

• Respond to routine inquiries on prescriptions, orders and payments  

• Research required information using available resources 

• Place outgoing phone calls  

• Route calls to appropriate resource 

• Document all call information according to standard operating procedures 

• Enter data accurately and timely  

• Maintain a positive and professional demeanor at all times  

• Utilize multiple programs for accessing patient information 

• Achieve individual performance goals for productivity and quality 

• Maintain confidentiality of patient and proprietary information 

• Accurately obtain and enter insurance and payment information, including charges for prescriptions dispensed 

• Other duties as assigned 

Required Skills/Abilities: 

• Effective verbal and written communication skills 

• Excellent interpersonal skills with a strong customer focus 

• Ability to work with peers in a team effort 

• Ability to independently identify, research and resolve issues 

• Excellent communication skills 

• Demonstrated ability to manage multiple priorities and deadlines 

• A well-organized and self-directed individual who is able to work with minimal amount of supervision 

• Capability to efficiently complete tasks in a fast-paced environment 

• Ability to work extended hours, weekends and holidays pursuant with industry demands 

• Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner 

Education/Experience: 

• High school diploma or GED 

• Customer service or inbound call center experience 

• Appropriate industry experience, preferably in the healthcare or mail order/specialty pharmacy industry 

• Proficient in Microsoft Office and industry related software programs 

Preferred Skill/Abilities:  

• Bachelor’s degree 

• Licensed Pharmacy Technician  

• Medicare Part D knowledge 

• Bilingual in English and Spanish 

Work Environment/Physical Requirements:  

May include a call center or home-based environment, with exposure to excessive noise with minimal exposure to adverse environmental issues. Ability to sit for long periods of time.