Job Description

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.