Patient Support Services Senior Representative

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 for our Patient Support Services Representatives. Problem solving skills are essential.

Responsibilities

• Answer inbound phone calls in a prompt, courteous and professional manner ensuring compliance with state and federal regulations
• Assist staff with their questions and problems
• Clearly identify problems, analyze situations 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
• Monitor queues to ensure timely completion
• Assist with one-on-one training with new representatives as needed
• Complete History Reports

Requirements

• High school diploma or equivalent; post high school or specialized training is a plus
• Six months of call center experience
• Six months of administrative duties experience
• Pharmacy or medical experience is desired
• Proficient with Microsoft Word, Excel and Outlook

Nice-to-haves

• Positive attitude with excellent customer service mindset
• Ability to handle multiple activities or interruptions at once
• Ability to perform repetitious work accurately
• 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
• Creative problem solver and effective at conflict resolution
• 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