Outpatient Pharmacy Call Center Representative

The University of Kansas Health System • Lenexa, KS

111d

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. This individual supports a patient centered environment by providing courteous and professional customer service. Assists patients, families, and other customers while maintaining confidentiality of patients.

Requirements

• High School Graduate or GED.
• 2 or more years Experience in a customer service call center, call center or high volume Retail Pharmacy setting handling customer calls.
• Experience utilizing Call Center Software to answer, transfer, page and email.
• Exceptional communication and phone skills.
• Ability to handle multiple calls and/or tasks while providing excellent customer service.
• Experience talking, typing and actively listening simultaneously while utilizing multiple software systems to achieve first call resolution.

Nice To Haves

• Associates Degree in Communication, business or health care administration.
• Bachelors Degree in Communication, business or health care administration.

Responsibilities

• Performs ALL duties defined by standard work or other guidelines communicated by leadership under the direct supervision of a pharmacist licensed in the state of Kansas.
• Works with pharmacy administration to comply with state and federal laws.
• Demonstrates strong telephone and written communication and etiquette skills.
• Works in a fast paced, call center environment with timely, professional, and courteous response to incoming calls.
• Completes outbound calls to customers in a professional and courteous manner and within appropriate time frames for planned follow up.
• Maintains service levels (speed of answer, abandonment rate, hold times, and call time) to achieve department service level goals.
• Demonstrates a high level of commitment, compassion, and customer service to all customers and team members.
• Maintains compliance with HIPAA policies and regulations.
• Assists patients, nurses and health care providers with timely and accurate communication regarding the status of a patient’s medications and related issues.
• Actively listens and operates computer systems to accurately obtain necessary demographic information and ensure appropriate and accurate billing.
• Contacts patients in a timely manner using their established communication preferences (phone, email, online form, text, fax & EHR) to schedule prescription refills.
• Accurately documents outbound call status and follow up plan as applicable in computer systems to ensure timely and accurate processing of refills.
• Completes callbacks, provides follow-up materials, generates faxes and electronic messages with accuracy and attention to detail.
• Uses a courteous and professional customer-focused approach while interacting directly or on the telephone with customers.
• Uses customer service and critical thinking skills to solve problems for all customers and understands when a problem needs to be escalated to the appropriate team member for resolution.
• Participates in organizational and departmental performance improvement efforts and facilitating effective communication relative to these initiatives.
• Maintains a plan for personal development and completion of competency validation records.
• Participates in goal setting, ongoing development, and goals of team.
• Actively participates in continuous process improvement.
• If applicable, participation in the quality management program is expected with the goal of improving services by monitoring processes, analyzing data, implementing interventions to improve and evaluating the effectiveness of those interventions.
• Responsibilities may include working to establish and maintain long and short term goals for the Quality Management Program; monitoring and documenting Quality Improvement Projects (QIPs) for progress in meeting QI goals; and providing guidance and education to staff on Quality Management priorities and projects.

What This Job Offers

• Education Level: High school or GED