POSITION SUMMARY:
The
Call Center Representative supports patients and healthcare providers through inbound and outbound telephone support, as well as administrative functions. This is a day shift role starting at $17/hour.
RESPONSIBILITIES:
- Support inbound and outbound phone lines for pharmacy services
- Answer calls, emails and/or other requests from patients and/or healthcare providers while meeting or exceeding service level goals
- Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail
- Accurately and completely capture information and update systems appropriately
- Be flexible, organized and able to comply with constantly changing program business rules
- Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
- Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
- Provide availability, tracking and shipping information for patient’s medication as needed
- Report adverse events/product complaint inquires received in accordance with standard operating procedures and current good manufacturer practices.
- Execute day-to-day operations specific to the assigned program(s).
- Maintain patient confidentiality at all times.
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
- High school diploma or equivalent
- Work experience in a customer service or administrative role
- Must have proven ability to provide consistently high-quality of service
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