Clinical Call Center Rep

OUTCOMES OPERATING INC

1d•$18•Remote

About The Position

The Clinical Call Center Rep conducts outbound calls and receives inbound calls in a high-volume call center environment to engage patients in the Medication Therapy Management (MTM) program. This role involves explaining program benefits, scheduling medication reviews, and assisting with prescription refills. The Clinical Call Center Rep provides exceptional customer service while supporting clinical staff and performs administrative tasks that do not require clinical judgment.

Requirements

Strong verbal and written communication skills
Ability to navigate and document in multiple computer applications simultaneously
Active listening and problem-solving skills
Comfortable handling objections and using persuasive communication
Ability to maintain professionalism and empathy in challenging conversations
Attention to detail and accuracy in documentation
Adaptability to changing scripts, workflows, and priorities
Basic computer proficiency, including typing and multitasking in a remote environment
Ability to troubleshoot basic technical issues, including internet connectivity, software navigation, and peripheral setup (monitors, headsets, cords, etc.)
High School diploma, GED or equivalent, or equivalent work experience preferred
12 months of experience in at least one of the following settings: medical, pharmacy, health insurance or call center preferred
Ability to provide excellent customer service with a can do attitude
Comfortable performing repetitive tasks with consistency and attention to detail
Proven record of excellent attendance and punctuality and ability to comply with Introductory Period Attendance Policy which is critical for proper training, and associate and company success.
Ability to meet key performance metrics in a remote environment

Responsibilities

Conduct proactive patient outreach to introduce and explain the benefits of the MTM program, while overcoming objections and using persuasive communication techniques to engage patients who may be hesitant or initially unreceptive
Schedule patient appointments for MTM services such as Comprehensive Medication Reviews, Disease State Medication Reviews, or Targeted Interventions.
Receive and respond to incoming patient calls; take appropriate action based off protocols and use critical thinking skills to escalate calls to appropriate parties when needed
Accurately document all discussions with patients and schedule follow up appointments as needed
Update patient demographic information in the MTM platform
Obtain correct/updated contact information for health care providers, patients, and/or pharmacies
Assist patients with medication refills, extended day supply refills, and/or coordinating prescription renewals with pharmacies and providers
Promote a mission-driven team culture, actively demonstrating accountability, empathy, integrity, opportunity and unity
Provide exemplary internal and external customer service through prompt, professional, and polite communication
Perform auxiliary functions essential to the efficient operation of the department

Benefits

Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility