Job Description

Position Summary:






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.




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Education

RequiredHigh School or better in GenEd

PreferredBachelors or better in Business Administration
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Licenses & Certifications

PreferredPTCB Tech, Registered

Equal Opportunity Employer

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