Customer Support Representative

McKesson•Cary, NC

13d•Hybrid

About The Position

The Customer Support Representative is an important role in the Pharmacy Operations and is responsible for handling inbound and outbound pharmacy calls, scheduling refill deliveries when needed and directing calls to appropriate personnel. The ideal candidate is a well-spoken, enthusiastic, and organized person with the ability to provide high level of customer service to our patients, clinicians, and clients.

Requirements

High School Diploma or GED with minimum of Associate degree preferred
One year or more of call center experience
Experience working with management information systems to effectively address customer needs
Proficiency in Microsoft applications
Excellent verbal and written communications
Must be able to show empathy when talking to patients
Professional telephone manner
Strong attention to detail
Customer service experience preferred

Nice To Haves

Medical office experience / knowledge of medical terminology preferred
Pharmacy experience is a plus, but not required
Medical claims experience is a plus, but not required

Responsibilities

Primary resource for outbound telephone calls to minimize workflow interruptions due to non-clinical related customer inquiries, such as general prescription status or financial information.
Handle inbound and outbound calls to schedule medication delivery and payment so that accurate information is included in their profile and distribution can successfully send their package in a timely manner.
Directly responds to customer inquiries when appropriate or routes calls to the appropriate staff to ensure prompt resolution/customer satisfaction.
Must be able to show empathy to patients.
Run medical claims and update concise progress notes to ensure other roles within the workflow are able to quickly assess the status of the referral.
Provides customer service through manipulation of management information system to answer questions regarding refill needs, providing status of pending/shipped prescriptions, verify insurance information and provide copies of invoices upon request.
Answer patient questions and concerns during refill scheduling and transfer to the clinical team (pharmacists and nurses) when appropriate
Identify and report adverse events (AEs) and product complaints (PCs) to clinicians to ensure patient’s safety
Perform other duties as assigned (above tasks may vary slightly depending on the specific team/program requirements.)