Patient Support Services Representative

Eagle Pharmacy

Job Description

            Title: Patient Support Services Representative  

Reports to: Patient Support Services Supervisor

Summary: 

This is a critical position requiring excellent customer interaction skills.  The individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls, and placing outgoing calls to patients and physicians as assigned.  Problem-solving skills are essential.  Individuals in this position will be the primary point of contact for patients calling to enroll in Eagle Pharmacy programs, placing orders/ refills, checking on the status of an order, and inquiring about program offerings; often times the single point of contact for our patients.

Essential Duties and Responsibilities

• Answer inbound phone calls in a prompt, courteous, and professional manner ensuring compliance with state and federal regulations.
• Provide first call resolution where possible.  Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patients satisfaction.
• Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations.
• Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, written and oral communication with pharmacy staff to ensure completion of prescription orders.
• Compile and maintain reporting requirements as requested by the business.
• Handle difficult people and problems professionally.
• Accurately completing other tasks as assigned by management.

Required Skills

• Positive attitude with an 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.
• Ability to type 50 words per minute.
• 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.
• Computer proficiency to navigate required databases and operate in required software packages.
• Excellent communication skills, both written and oral.  Strong interpersonal skills.
• Interested in working with people with a strong desire to resolve problems.
• Able to work under pressure.
• Strong attention to detail.
• Creative problem solver and effective at conflict resolution.
• 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 assigned per length of given shift

Education:

• High School diploma or equivalent required.
• Post High School or specialized training a plus.

Experience:

• Pharmacy or medical experience is desired.
• 6 months minimum of call center experience
• 6 months minimum of administrative duties
• Familiar with Microsoft Word, Excel, and Outlook

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 the standard computer and phone equipment. 

May have occasional high stress when dealing with customers/clients.