Customer Service Rep 826 Start

The purpose of theCustomer Service Representative (CSR) is to meet or exceed thecustomer s expectations by assessing our customer s needs assigningpriorities and triaging the information to the appropriateresources.

Customers may include patients medical professionalsand family members.) The CSR will be able to function in amultidisciplinary team to provide information about the servicesthat are offered by PatientServices.

ShiftsAvailable :

MF9am6pm (1 hourlunch)

MF10am7pm (1 hourlunch)

MF11am8pm (1 hourlunch)

MF12pm9pm (1 hourlunch)

WeekendShift 9am5 : 30pm (1 hour lunch) *You must select any 2 days offduring the week which will remain consistent. Saturday &Sunday is required.

The 2 days off must be chosen at the time ofthe offeracceptance.

Training :

Day1 (8 / 26) : 9 : 30am4 : 30pm

Day 25 (8 / 278 / 30) : 8 : 30am4 : 30pm

Day 5 TBD

1 hour paid lunch breakduring training (this is an 8 hour day they don t clock out duringmealbreak)

Responsibilities :

Act as first point of contact with patients by carefully evaluatingthe purpose of the call carefully assessing their purposeprioritizing their handling and triaging the calls if indicated.

Maintain information regarding Patient Servicesinitiatives and explain them to our customers when appropriate.

Enrollnew customers to Patient Services.

Recordactivities in the patient database and follow up to secure services(such as product training mailing of promotional materials etc.

for our customers by contacting physician s offices pharmacies andother external entities to ensure patient s needs are being met.

Complete various special projects as required

Requirements

Previous work experience in Specialty Pharmacy or Customer Service

Professional level skills in computer use including but not limitedto Microsoft Office email webbased applications and key boardingskills

Experience working with people in situations that are highpressureand timesensitive (either telephone or facetoface) and that involvesolving problems making decisions using excellent judgment andcustomer service skills.

This can be obtained through a combinationof work experience and post high school education and need not beobtained in a traditional customer service setting

Strongability to multitask and strong time management skills

Abilityto function in a highvolume fastpaced environment

Dependable and strong work ethic

Abilityto accept and implement feedback and coaching

Specifictype of experience preferred :

Experience working with databases (CRM preferable) or a trackingsystem; Salesforce CRM experience

Experience working in a health care / pharmaceutical industryenvironment

Understanding of challenges associated with patients medicalcondition

ImportantSkills :

Accustomed to working in high call volumeenvironment.

Previous work experience in Specialty Pharmacy or Customer ServiceProfessional level skills in computer use, including but notlimited to Microsoft Office, email, web-based applications and keyboarding skills Experience working with people in situations thatare high-pressure and time-sensitive (either telephone orface-to-face), and that involve solving problems, making decisions,using excellent judgment and customer service skills.

This can beobtained through a combination of work experience and post highschool education, and need not be obtained in a traditionalcustomer service setting Strong ability to multi-task and strongtime management skills Ability to function in a high-volume,fast-paced environment Dependable and strong work ethic Ability toaccept and implement feedback and coaching