Pharmacy Call Center Support Specialist – 9AM-5:30PM ET Sat.-Sun., 3:30PM-12AM Friday, Monday, Tuesday
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Job Description
Customer Support Specialist providing assistance to PACE clients and network pharmacies. Answering inquiries, maintaining records, and ensuring patient satisfaction in a remote role.
Responsibilities:
- Answer telephone inquiries in a pleasant, professional and efficient manner assuring exceptional customer service.
- Document all incoming calls and dialogue within company software.
- Resolve client drug benefit concerns of a medical, financial, or technological nature.
- Provides enrollment support for new PACE enrollees.
- Communicates pharmacy benefit information to network pharmacies contracted with facilities where CK PACE participants reside.
- Coordinate facility discharges to assure medication reconciliation is complete and delivery to home is back in place.
- Provides help desk support to network pharmacies.
- Education PACE staff regarding CK and network pharmacy processes for facility participants.
- Makes outgoing calls to gather/confirm information necessary to process customer requests or otherwise contribute to pharmacy operations.
- Coordinates and sets up couriers to ensure timely medication delivery.
- Attend department and company meetings and educational programs upon request.
- Ensures that HIPAA guidelines are followed in every communication with clients.
- Interest in learning new tasks for development purposes.
- Embody AnewHealth’s Core Values in all communications and interactions.
Requirements:
- Associate’s degree preferred
- High School Diploma or equivalent required
- CPhT (Certified Pharmacy Technician) certification, a plus
- 1 year of customer service/member service experience in a call center or similar, required
- Health care industry experience, a plus
- Experience in a pharmacy support role, a plus
- Knowledge of plan and benefit structures and Medicare guidelines, a plus
- Proficient with MS Office Suite and strong computer proficiency to navigate proprietary and other software.
- Excellent communication skills, both verbal and written.
- Ability to communicate effectively and professionally through written, verbal, and interpersonal skills as applied when interacting with employees, clients, or agency representatives; successfully conveying and exchanging information in a positive manner.
- Must have a strong patient centered focus.
- Excellent communication skills, especially via phone.
- Understanding of clinical terms and impacts.
- Able to multi-task and handle multiple priorities without sacrificing quality.
- Detail oriented and organized.
Benefits:
- medical/dental/vision
- flexible spending
- company-paid life insurance
- short-term disability
- voluntary benefits
- 401(k)
- Paid Time Off
- paid holidays
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