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Form of workJob Description
Job Description:
Job Duties:
- Customer Service, Quickly and efficiently respond to incoming calls and faxes, identify how to best assist Verify HIPAA information and maintain confidentiality when speaking to patients and providers.
- Assess the caller's needs an address or transfer call to the correct department,
- Document calls into the pharmacy processing system, and handle escalated calls per established protocols.
- Requested information in a professional manner, Respond efficiently and accurately to callers, explaining possible solutions, and ensuring the patient or provider feel supported and valued,
- Engage in active listening with callers, confirming or clarifying information and diffusing upset patients or providers as needed, Work closely with pharmacists and pharmacy teams to ensure patient and provider?s needs are being met in a timely fashion, Coordinate with Call Center Hub program(s) as applicable.
- Processing, Coordinate the order and enter prescriptions based on their degrees of urgency through the pharmacy processing system, Maintain a level of professionalism and document within processing systems based on the policies and procedures.
- Efficiently enter data and information into pharmacy processing system, Prioritize and organize own work to meet agreed upon deadlines Enter prescription orders into pharmacy processing system in an accurate and efficient manner, Comply with applicable laws, regulations and policies.
Minimum Required:
- Ideally have two+ years of healthcare or pharmacy work experience.
- Strong time management and organizational skills, Adaptability and flexibility,
- Efficient typing skills.
Minimum Required:
- The Registered Pharmacy Technician - Call Center must hold a Bachelor's degree or evidence of continual work towards a degree is strongly preferred.
- Specialists without a degree must have a High School Diploma or GED, and ideally have 1-2 years of healthcare or pharmacy work experience.
- The technician must hold a Florida Board of Pharmacy Registered Pharmacy Technician license and be efficient in using email programs, instant messaging communications and in all Microsoft office programs.
- Able to work as a team and collaborate with others and demonstrate diversity awareness.
- Maintain a professional, calm and friendly demeanor.
- Express thoughts and instructions clearly in both verbal and written communications, Efficient in phone skills, including familiarity with complex or multi-line phone systems.
- Ability to be on the phone for extended periods of time, Understand and strive to meet or exceed Call Center metrics within 90 days of hire, while providing excellent consistent customer services Demonstrate customer service skills necessary to support assigned programs.
- Comfortable working in fast-paced environment, Able to multitask and handle multiple request at the same time, Easily navigate between multiple computer programs with dexterity.
- Able to sit, stand, use computer screens for extended periods of time Applies knowledge and skills to activities that vary from day to day.
- Demonstrates a moderate level of knowledge and skills in own function.
- Requires little assistance with standard and non-standard requests, Solves routine problems on own.
- Customer Service.
- Quickly and efficiently respond to incoming calls and faxes, identify how to best assist.
- Verify HIPAA information and maintain confidentiality when speaking to patients and providers.
- Assess the callers needs and address or transfer call to correct department.
- Document calls into the pharmacy processing system, and handle escalated calls per established protocols.
- Efficiently communicate callers requested information in a professional manner.
- Respond efficiently and accurately to callers, explaining possible solutions, and ensuring the patient or provider feel supported and valued.
- Engage in active listening with callers, confirming or clarifying information and diffusing upset patients or providers as needed.
- Work closely with pharmacists and pharmacy teams to ensure patient and provider needs are being met in a timely fashion.
- Coordinate with Call Center Hub program(s) as applicable.
- Coordinate the order and enter prescriptions based on their degrees of urgency through the pharmacy processing system.
- Maintain a level of professionalism and document within processing systems based on the policies and procedures.
- Efficiently enter data and information into pharmacy processing system.
- Prioritize and organize own work to meet agreed upon deadlines.
- Enter prescription orders into pharmacy processing system in an accurate and efficient manner.
- Comply with applicable laws, regulations and policies.
