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.