Customer Service Representative

Alps LTC Pharmacy is seeking a dedicated and customer-focused Customer Service Representative (CSR) to join our closed-door, long-term care pharmacy team. As a vital part of our pharmacy support system, you will be responsible for handling incoming calls, providing excellent Customer Service to healthcare professionals, and collecting data and communications for various pharmacy teams to assist in the accurate and timely processing of medication orders. This role requires exceptional communication skills, attention to detail, and a commitment to maintaining the highest standards of patient care.
Qualifications:

• High school diploma or equivalent; additional education or certifications in healthcare or pharmacy-related fields are a plus.
• Previous experience in a call center or Customer Service role, preferably within a healthcare or pharmacy setting.
• Strong communication skills, both verbal and written.
• Attention to detail and accuracy in data entry and order processing.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of pharmaceutical terminology and basic understanding of prescription processing.

Responsibilities:

• Customer Service:
• Answer incoming calls promptly and professionally, addressing inquiries and concerns from healthcare professionals and facility staff.
• Provide exceptional Customer Service, demonstrating empathy, patience, and a deep understanding of the unique needs of long-term care facilities.
• Documentation and Record-Keeping:
• Maintain accurate and detailed records of customer interactions, prescription orders, and any issues reported.
• Ensure compliance with relevant healthcare regulations and internal policies in all documentation.
• Collect data from phone calls and communications and transfer documentation to the pharmacy Electronic Content Management system for the pharmacy team
• Collaborate with pharmacy staff to verify prescription details, resolve any discrepancies, and facilitate timely order fulfillment.
• Communication and Collaboration:
• Collaborate with internal pharmacy teams to relay information about medication orders, inventory status, and any issues affecting order fulfillment.
• Communicate effectively with healthcare professionals and facility staff to address inquiries, provide updates, and build strong professional relationships.
• Problem Resolution:
• Proactively identify and address any issues related to medication orders, billing, or customer concerns.
• Escalate complex issues to appropriate team members or supervisors for resolution.
• Performs other duties as assigned.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to stand, walk, sit, talk and hear
• The employee is required to use hands to operate vehicles and office equipment
• The employee must occasionally lift and/or move up to 50 pounds
• Specific vision requirements for this job include: close, distance and peripheral vision, and the ability to adjust focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position without compromising patient care.