Pharmacy Customer Care Associate

Grane Rx•O'Hara Township, PA

4d•Onsite

About The Position

The Customer Care Associate position serves internal and external customers by determining requirements, answering inquiries, resolving problems, and fulfilling requests to ensure excellent service standards and maintain high customer satisfaction by using the “WE CARE” customer service promise. The Customer Care Associate reports directly to the Director of Pharmacy Services and works with customer service, order entry technicians, and pharmacists. This position collaborates with team members and management in Pharmacy Operations, Medical Records, Consultant Pharmacists, Consultant Nurses, Billing, Inventory, and Logistics, as well as PACE Center staff, LTC facility staff, nurses, and practitioners.

Requirements

High School Diploma or equivalent required.
Customer orientation and ability to adapt/respond to different types of calls.
Proven customer support experience – passion for excellence with respect to treating and caring for customers.
Strong attention to details – interested in preventing errors and solving problems.
Strong phone contact handling and active listening skills.
Strong work ethic and team player mindset.
Experience using word processing, spreadsheet, database, internet and e-mail, pharmacy information systems required.
Ability to read, write, speak and comprehend English.
Ability to use good judgment.
Ability to work in a fast-paced, challenging and technical environment.
Ability to work with teams.
Active listening skills.
Attention to detail and accuracy.
Attention to detail and completion of all workflow steps.
Customer service orientation.
Excellent communication skills – verbal and written.
High energy level.

Nice To Haves

6 months pharmacy or medical experience preferred.

Responsibilities

Triage queues, assigning to the appropriate folder after ensuring all pertinent information is contained on the document.
Utilize Customer Relationship Management (CRM) tools to triage and respond to customer inquiries and needs.
Effectively manage incoming calls from internal and external customers, triaging issues/questions and directing them to appropriate areas if unable to resolve/answer. Spends 85% of shift available to take calls.
Make outbound calls to PACE Centers, LTC Facilities, courier services, logistics companies, and back-up pharmacies as needed and requested by pharmacist(s) or management team.
Organize workflow to meet internal and external needs, prioritizing calls and STATs.
Run the no refill report as assigned on the Monthly Calendar to request renewal prescriptions from centers.
Identify and escalate priority issues to the Pharmacist-in-Charge and/or appropriate department manager(s).
Track deliveries through vendor portals, via phone, or other methods of communication, relaying this information to key stakeholders, including pharmacy, facility, and center management.
Review and follow up on the owe book (medications that are not in stock and being ordered).
Make member status changes in pharmacy systems by changing dispense type and nursing station (e.g., transferring a member from home to a skilled nursing center and back).
Document all call information that requires action by a team member, recording details of actions taken and any additional comments or complaints made by the caller.
Remain calm and professional when faced with emotional or frustrated customers.
Follow procedures, guidelines/SOPs to ensure compliance is maintained.
Competent in software systems that include SalesForce, FrameworkLTC, FrameworkECM, Omnicell, and Automated Packaging System.
Perform additional duties as assigned by the manager.