PRN Call Center Representative - Outpatient Pharmacy

The University of Kansas Health System•Southlake, TX

11d

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. The role supports a patient-centered environment by providing courteous, professional customer service to patients, families, and other customers while maintaining patient confidentiality. The representative works under the direct supervision of a pharmacist licensed in Kansas and works with pharmacy administration to comply with state and federal laws. This position responds to incoming calls and makes outbound calls in a fast-paced call center environment, supporting timely communication about medication status and related issues. It includes gathering demographic information, supporting accurate billing, scheduling prescription refills, documenting calls and follow-up plans, and completing callbacks, faxes, and electronic messages. The representative uses customer service and critical-thinking skills to resolve issues or escalate them to the appropriate pharmacy team member. The role also participates in departmental and organizational performance improvement, continuous process improvement, competency validation, personal development, and team goal setting. Other duties may be assigned as required.

Requirements

High school diploma or GED.
At least 2 years of experience in a customer service call center, call center, or high-volume retail pharmacy setting handling customer calls.
Experience using call center software to answer, transfer, page, and email.
Exceptional communication and telephone skills.
Ability to handle multiple calls and/or tasks while providing excellent customer service.
Experience talking, typing, and actively listening simultaneously while using multiple software systems to achieve first-call resolution.
Fluent English proficiency in reading, writing, and speaking.

Nice To Haves

Associate degree in communication, business, or health care administration.
Bachelor’s degree in communication, business, or health care administration.

Responsibilities

Perform duties defined by standard work and leadership guidelines under the direct supervision of a Kansas-licensed pharmacist.
Work with pharmacy administration to comply with state and federal laws.
Respond to incoming calls and make outbound calls in a timely, professional, and courteous manner while meeting department service-level goals.
Maintain strong telephone and written communication and professional etiquette.
Provide compassionate, customer-focused service to patients, families, customers, and team members.
Maintain compliance with HIPAA policies and regulations.
Communicate timely and accurate information to patients, nurses, and health care providers about medication status and related issues.
Listen actively and use computer systems to obtain demographic information and support accurate billing.
Contact patients through their established communication preferences to schedule prescription refills.
Accurately document outbound call status and follow-up plans in computer systems to support timely and accurate refill processing.
Complete callbacks, provide follow-up materials, and generate faxes and electronic messages accurately.
Use customer service and critical-thinking skills to resolve customer issues and escalate them to the appropriate pharmacy technician, pharmacist, supervisor, or administrator when necessary.
Participate in organizational and departmental performance improvement efforts and facilitate effective communication about initiatives.
Maintain a personal development plan and complete competency validation records; participate in goal setting and team development.
Participate in continuous process improvement and, when applicable, quality management activities, including monitoring processes, analyzing data, implementing interventions, and evaluating effectiveness.
When applicable, support quality management goals and projects, document project progress, provide staff guidance and education, and uphold the quality of the Patient Management Program.
Perform other duties as assigned and meet the professional, clinical, or technical competencies of the assigned unit or department.