Patient Care Call Center Representative
About The Position
This entry-level position involves working under direct supervision, following standard procedures and best practices to answer and document patient inquiries, complete patient updates, and service patient and store requests accurately and efficiently. The role requires assisting staff members with daily duties, making and receiving calls independently, and providing support to peers, leaders, and other administrative resources within Kinney Drugs. The Patient Care Call Center Representative will be responsible for phone coverage, mastering and efficiently using Patient Care Center systems, and resolving patient service questions and issues to ensure satisfaction. This role also supports training and development efforts for pharmacies, requires an intermediate understanding of pharmacy technology and workflow processes (including dispensing, data entry, and adjudication), and adherence to all state and federal regulations and company policies. The representative must be able to learn and execute specific aspects of the pharmacy management system, complete daily tasks with urgency, and focus on quality and integrity, including HIPAA compliance and patient confidentiality. Participation in additional projects and mandatory training is also expected.
Requirements
- High School Diploma or GED
- Drug test
- Initial and continuous exclusion and sanction/disciplinary monitoring
- Any and all additional eligibility requirements based on the specific position
Nice To Haves
- 0-2 years experience as Pharmacy Technician or Customer Service Representative in a health care related service.
Responsibilities
- Provide Patient Care Center phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate locations (i.e. stores).
- Understand, master, and work efficiently in systems leveraged by the Patient Care Center.
- Provide Patient Care Center resolution of patient service questions and issues to ensure complete patient satisfaction.
- Participate and support in the augmentation of training and development efforts of our Pharmacies.
- Demonstrate intermediate understanding of pharmacy technology and workflow process – included is product dispensing, data entry, and adjudication workflow steps.
- Ensure proficiency in all state and federal regulations ensuring compliance with the law; understand and ensure adherence to company operational policies & procedures as related to conditions of employment.
- Learn and understand specific aspects of the pharmacy management system (i.e., reception and release to patient queues).
- Follow instructions and complete tasks with a sense of urgency, responsible for daily department standards.
- Understand and embrace the importance of our Quality Assurance Policy & Procedures; understand and embrace all patient care programs and initiatives; understand and embrace all policies and procedures.
- Act with integrity always; never willing to compromise integrity; behave in a manner consistent with company standards; understand and fully comply with all HIPPA compliance standards maintain confidentiality regarding all patient information.
- Participate in additional pharmacy service-related projects as needed.
- Complete all mandatory and regulatory training programs.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
