Overview

GENERAL SUMMARY: Under general supervision of the Pharmacy Advantage Management team, the CSR responds to telephone inquiries from participants, employees and other internal and external customers. The CSR triages phone calls and forwards calls to the appropriate departments for follow-up. The CSR ensures entry of demographic and operations information into the electronic medical record. PRINCIPAL DUTIES AND RESPONSIBILITIES: Triage and forward phone calls to the appropriate Hubs or RN for follow-up. Promptly and accurately confirms all patient demographic and nature of the calls. Ensure entry of demographic and operations information into the electronic medical record. Assist with ensuring the timely and accurate coordination of triaging calls Complete new patient enrollments over the phone and triages the request to appropriate department. Communicate with patients/providers to obtain or clarify any required information before triaging the request to appropriate departments. Greet and provide assistance to callers, providing positive representation of Pharmacy Advantage Specialty Pharmacy. Initiate welcome call for new patients. Provide exceptional customer service in resolving problems with access to services, complaints, etc. Participate in initiatives related to process improvements and enhancements. Perform other duties as assigned. EDUCATION/EXPERIENCE: Requires high school diploma or GED. Associates degree preferred. Requires computer proficiency, the ability to accurately type, and working knowledge of Microsoft Office. Experience with Outlook preferred. Requires strong organization skills, and the ability to adapt rapidly to changing priorities and tasks. Previous pharmacy experience or office/administrative support experience preferred.


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