Customer Service Representative - Specialty Pharmacy

AssistRx • Maitland, FL

3d • Onsite

About The Position

The purpose of the Customer Service Representative (CSR) is to meet or exceed the customer’s expectations by assessing our customer’s needs, assigning priorities, and triaging the information to the appropriate resources. (Customers may include patients, medical professionals, and family members.) The CSR will be able to function in a multidisciplinary team to provide information about the services that are offered by Patient Services. Act as first point of contact with patients by carefully evaluating the purpose of the call, carefully assessing their purpose, prioritizing their handling, and triaging the calls if indicated. Maintain information regarding Patient Services initiatives and explain them to our customers when appropriate. Enroll new customers to Patient Services. Record activities in the patient database and follow up to secure services (such as product training, mailing of promotional materials, etc.) for our customers by contacting physician’s offices, pharmacies, and other external entities to ensure patient’s needs are being met. Complete various special projects as required.

Requirements

• Previous work experience in Specialty Pharmacy or Customer Service
• Professional level skills in computer use, including Microsoft Office, email, web-based applications, and keyboarding.
• Experience working with people in high-pressure, time-sensitive situations (telephone or face-to-face) involving problem-solving, decision-making, excellent judgment, and customer service skills.
• Strong ability to multi-task.
• Strong time management skills.
• Ability to function in a high-volume, fast-paced environment.
• Dependable with a strong work ethic.
• Ability to accept and implement feedback and coaching.
• Must be able to verify identity and eligibility to work in the United States and complete required employment eligibility verification.
• Sponsorship and/or work authorization is not available for this position.

Nice To Haves

• Experience working with databases (CRM preferable) or a tracking system.
• Salesforce CRM experience.
• Experience working in a health care/pharmaceutical industry environment.
• Understanding of challenges associated with patients’ medical condition.

Responsibilities

• Meet or exceed customer expectations by assessing needs, assigning priorities, and triaging information to appropriate resources.
• Function in a multidisciplinary team to provide information about Patient Services.
• Act as the first point of contact with patients, evaluating call purpose, assessing needs, prioritizing handling, and triaging calls.
• Maintain and explain information regarding Patient Services initiatives.
• Enroll new customers to Patient Services.
• Record activities in the patient database.
• Follow up to secure services for customers by contacting physician’s offices, pharmacies, and other external entities.
• Complete various special projects as required.

Benefits

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance
• Preloaded PTO: 100 hours (12.5 days) PTO upon employment, increasing to 140 hours (17.5 days) upon anniversary.
• Tenure vacation bonus: $1,000 upon 3-year anniversary and $2,500 upon 5-year anniversary.
• Referral bonus: $750 if hired through referral.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED