Job Description

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.