Overview :
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Summary
This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing call to patients and physicians as assigned while providing support for our Patient Support Services Representatives.
Problem solving skills are essential.
Responsibilities :
Essential Duties and Responsibilities
Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
Ensure answering inbound calls when queues are high. Focus on the smaller call centers first.
Assist with training and development
Assists staff with their questions and problems
Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures
Provide daily / weekly / monthly reporting to Management
Handle difficulties, obstacles, and challenges by resolving matters in an effective and patient manner
Provide floor support
Monitor chat / e-mail questions and assistance in requests
Communicate and follow up in a timely manner
Complete 1 : 1 Meetings according to directions and timelines set out by management
Provide support to pharmacy through the completion of tasks including but not limited to : enrollment updates, processing payments and releasing orders, updating patient demographics, and written and verbal communication with pharmacy staff to ensure completion of prescription orders
Crosstrain in all PSS functionality and display proficiency
Additional duties as assigned
Knowledge, Skills, and Abilities
Positive attitude with excellent customer service mindset, working in a way that demonstrates a commitment to incredible service
Ability to handle multiple activities or interruptions at once
Ability to perform repetitious work accurately
Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
Work independently with little supervision and meet daily deadlines
Able to work under pressure; ability to multi-task; strong attention to detail
Creative problem solver and effective with conflict resolution
Computer proficiency to navigate required databases and operate in required software packages
Excellent communication skills, both written and verbal
Strong interpersonal skills
Interested in working with people with a strong desire to resolve problems
Ability to work flexible hours as needed
Ability to sit at computer using phone and headset for length of shift (with breaks and lunch away from desk)
Strong skills in the use of good judgement and best practices
Qualifications :
Education and Experience
This position requires a high school diploma or equivalent. Having post high school or specialized training is a plus.
Candidates should have six months of call center experience and six months of administrative duties experience.
Candidates with pharmacy or medical experience are desired.
Candidates must be familiar with Microsoft Word, Excel and Outlook.
Preferred 6 months PSS experience.
Work Environment / Physical Demands
This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.
May have occasional high stress when dealing with customers / clients.
EOE M / F / D / V