JOB DESCRIPTION

PURPOSE OF JOB

Responsible for using professionalism and excellent customer service to contact our patients regarding their refills and overall patient care.

JOB DUTIES

•     Effectively manage large amount of outgoing calls

•     Assist with placement of refills, transfers and/or new prescriptions

•     Provide accurate, valid and complete information by using the right methods/tools

•     Offer each customer the best possible service, quality, and value

•     Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

•     Keep records of customer interactions, process customer accounts and file documents

•     Document complaints, as appropriate

•     Advise on company information

•     Take payment and insurance information over the phone accurately and promptly

•     Suggest solutions to work through any grievances or complaints

•     Work with Pharmacy Technicians and Pharmacists to ensure proper customer service is being delivered at all steps of the refill process

•     Research answers or solutions as necessary

•     Assist with shipping/delivery administrative tasks to ensure accurate and timely delivery

•     Refer patients to a Pharmacist as needed

•     Other job duties as assigned

MINIMUM QUALIFICATIONS

•     High school diploma or equivalent preferred

•     Strong phone contact handling skills and active listening

•     Demonstrate good listening skills and patience when dealing with all personality types over the phone and in person

•     Demonstrate ability to develop relationships with customers and coworkers

•     Strong command of the English language with Spanish preferred

•     High level of ownership, accountability and initiative

KNOWLEDGE / SKILLS

•     Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment

•     Excellent verbal and written communication skills, strong command of grammar, spelling and style

•     Strong computer proficiency with ability to learn new systems quickly and efficiently

•     Ability to work within tight deadlines

PHYSICAL REQUIREMENTS

•     Ability to work long days sitting in front of a computer and using a telephone

•     Ability to lift and carry up to 30 pounds a distance of 20 yards

•     Ability to sit at a desk and work on a computer, for up to 8 hours at a time

•     Ability to talk on a telephone routinely throughout an 8-hour day

•     Ability to speak, read, and write in English and Spanish (if possible)

SUPERVISORY RESPONSIBILITIES

•     None