PRN Call Center Representative - Outpatient Pharmacy

The University of Kansas Health System•Southlake, TX

About The Position

The Outpatient Pharmacy Call Center Representative assists with operations of the Retail Pharmacy Communication Hub for the University of Kansas Health System. The role supports a patient-centered environment by providing courteous, professional customer service to patients, families, and other customers while maintaining patient confidentiality. The representative works under the direct supervision of a pharmacist licensed in Kansas and works with pharmacy administration to comply with state and federal laws. This position handles incoming and outbound calls, assists patients and health care providers with medication-status questions, and coordinates prescription refill scheduling and follow-up. It requires accurate documentation and billing-related information, effective use of call center and other computer systems, and appropriate escalation of issues. The representative also participates in team development and performance-improvement activities. Other duties may be assigned, and duties may vary by department or unit.

Requirements

High school graduate or GED.
At least 2 years of experience in customer service in a call center, or in a call center or high-volume retail pharmacy setting handling customer calls.
Experience using call center software to answer, transfer, page, and email.
Exceptional communication and telephone skills.
Ability to handle multiple calls and tasks while providing excellent customer service.
Experience talking, typing, and actively listening simultaneously while using multiple software systems to achieve first-call resolution.
Fluent English proficiency, including reading, writing, and speaking.

Nice To Haves

Associate degree in communication, business, or health care administration.
Bachelor’s degree in communication, business, or health care administration.

Responsibilities

Perform duties defined by standard work and leadership guidelines under the direct supervision of a Kansas-licensed pharmacist.
Work with pharmacy administration to comply with state and federal laws and maintain compliance with HIPAA policies and regulations.
Respond to incoming calls and make outbound calls in a timely, professional, and courteous manner while maintaining department service-level goals.
Assist patients, nurses, and health care providers with timely and accurate communication about medication status and related issues.
Obtain and verify demographic information and support accurate billing while operating computer systems.
Contact patients through their established communication preferences to schedule prescription refills.
Document outbound call status and follow-up plans accurately in computer systems to support timely refill processing.
Complete callbacks, provide follow-up materials, and generate accurate faxes and electronic messages.
Use customer-service and critical-thinking skills to resolve problems and escalate issues to the appropriate pharmacy team member when needed.
Participate in organizational and departmental performance-improvement efforts and communicate effectively about related initiatives.
Maintain a personal development plan and complete competency validation records; participate in team goal setting and ongoing development.
Participate in continuous process improvement and, if applicable, quality management activities, including monitoring processes, analyzing data, implementing interventions, and evaluating their effectiveness.
If applicable, help establish and maintain quality-management goals, monitor and document Quality Improvement Projects, guide and educate staff on quality priorities, and uphold the quality of the Patient Management Program.
Perform other duties as assigned and meet the professional, clinical, or technical competencies of the assigned unit or department.