To manage incoming calls and customer service inquires by providing direct support of customers who contact Skilled Nursing Pharmacy for assistance with either verbal assistance/direction by taking refill requests, fax verification, prescription status, delivery tracking and troubleshooting. The target goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
ESSENTIAL DUTIES:
· Responds to customer inquiries via telephone through customer service, refill line, fax verification and operator request line in a professional, timely, accurate and caring manner while consistently meeting all pharmacy guidelines and performance standards.
· Triage calls to various pharmacy departments (i.e. C2, IV, Cycle, RPh Clarification, Facility Billing, 3rd Party Billing, Accounting, etc.)
· Represent the pharmacy in a professional and courteous manner in all interactions with patients
· Conduct and document Daily Customer Courtesy Calls to various facilities which may require additional support to ensure a high level of customer satisfaction.
· Email a daily report of medication exclusions to the Administrators of designated accounts.
· Create, follow-up, and close Customer Service Tickets which are used to document various pharmacy or delivery issues.
· Daily positing in Basecamp Communication System any issues, errors, facility survey notification and End of Shift reports in an effort to keep managers and field representatives informed.
· Identify and assess customers’ needs to achieve satisfaction.
· Follow communication procedures, guidelines and policies.
· Participate in all in-service education programs provided by the pharmacy
· Report any misconduct, suspicious, or unethical activities to the Compliance Officer
· Abide by the company Drug Free Workplace policy. Drug screening is conducted at hire, or may be conducted company-wide, or on request upon reasonable suspicion.
· Perform other duties as required.
Job Type: Full-time
Pay: From $17.00 per hour
Expected hours: No less than 40 per week
Benefits:
