Sr. Patient Support Services Representative (2026-8026)

Caretria•Lakeland, FL

3d•Hybrid

About The Position

This is a critical position requiring excellent customer interaction skills. Individual is expected to enhance patient satisfaction with Eagle Pharmacy programs by responding to incoming phone calls and placing outgoing calls to patients and physicians as assigned, while providing support, mentoring, and floor guidance to Patient Support Services Representatives. Individuals in this position serve as an escalation point of contact for patients calling to enroll in Eagle Pharmacy programs, placing orders/refills, checking on the status of an order, and inquiring about program offerings. Problem solving skills are essential.

Requirements

High school diploma or equivalent
Six months of call center experience
Six months of administrative duties experience
Proficient with Microsoft Word, Excel and Outlook
Ability to handle multiple activities or interruptions at once
Ability to perform repetitious work accurately
Ability to type 50 words per minute
Focused team player, who can work in conjunction with pharmacists, pharmacy technicians, other departments, customers, and management
Work independently with little supervision and meet daily deadlines
Able to work under pressure; ability to multi-task; strong attention to detail; strong desire to resolve problems
Creative problem solver and effective at conflict resolution
Computer proficiency to navigate required databases and operate in required software packages
Excellent communication skills, both written and oral
Strong interpersonal skills
Interested in working with people with a strong desire to resolve problems
Ability to work flexible hours as needed
Ability to sit at computer using phone and headset for length of shift with breaks and lunch away from desk assigned per length of given shift
Primarily sedentary role with prolonged periods of sitting
Extensive manual dexterity required: keyboarding, mouse operation, and phone use throughout the workday
Frequently reaching, handling, and feeling with hands and arms
Occasional stooping, kneeling, and crouching
Occasional lifting, carrying, or moving of items up to 25 pounds
Sufficient vision to review screen details, system data, documentation, and workflow outputs
Constant use of phone for communication
Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment
May have occasional high stress when dealing with customers/clients

Nice To Haves

Post high school or specialized training
Pharmacy or medical experience

Responsibilities

Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
Assists staff with their questions and problems
Able to clearly identify problem, analyze situation and rectify patient’s concerns using established procedures
Handle difficult people and problems by resolving matters in an effective and timely manner
Provide floor support
Monitoring queues to ensure timely completion
Assist with one-on-one training with new representatives as needed
Complete History Reports
Contact patients through outbound calls to assist in the processing of prescription medications in line with state and federal regulations
Provide support to pharmacy through the completion of tasks including but not limited to enrollment updates, processing payments and releasing orders, updating patient demographics, and written and oral communication with pharmacy staff to ensure completion of prescription orders
Compile and maintain reporting requirements as requested by the business
Accurately complete other tasks as assigned by management
Daily assignments may fluctuate and include any combination of the tasks