Overview

About Diplomat Pharmacy:
Diplomat Pharmacy, Inc. is the nation’s largest independent provider of specialty pharmacy services- helping patients and providers in all 50 states. We build solutions for today’s issues while laying the groundwork for tomorrow’s healthcare. Rooted in specialty pharmacy, our brands harness innovation to create a healthier world. These include:
Diplomat Specialty Infusion Group: Our specialty infusion services deliver treatments nationwide, but a high-touch approach makes our care personal.
Diplomat Specialty Pharmacy: We help patients across the country face complex and often rare conditions.
CastiaRx: The industry’s leading specialty benefit manager, combining full-service pharmacy benefit manager capabilities with deep specialty expertise.
EnvoyHealth: EnvoyHealth is a full-service healthcare solutions company using innovation and technology to help partners improve lives.
Headquartered in Flint, Michigan, we are more than 2,000 professionals working together nationwide to help patients realize health, happiness, and longer, fuller lives.
What We Offer:
Diplomat understands that high quality people are required to deliver high quality care and services to our patients and customers. We combine a strong culture with meaningful work. Being part of a patient’s care team is challenging, important, and rewarding. Diplomat needs strong, effective talent to lead our employees in a fast-paced and dynamic environment that fosters team work, learning, and career growth. At Diplomat, we encourage our employees to continuously learn through our internal Diplomat University classes as well as our Organizational Development team that offers leadership training and development. Listed below are some of the other benefits enjoyed by our team:
Matching 401K – 100% vested on the day you sign up!
Excellent Medical, Life, Dental & Vision Insurance
Short and long term disability Insurance
9 Paid Holidays
Minimum of 3 weeks PTO
Award- winning wellness programs
Contact Center Representative interacts with specialty pharmacy patients and providers as the front end of the organization. CCR acts as a liaison and advocate, providing product/services information, efficiently respond to customer inquiries and maintain high customer satisfaction. Diplomat CCRs provide order status, resolve customer complaints, and provide complex triage of calls to a multitude of areas of the organization. CCRs process and schedule prescription refills for one or more centers of excellence, ensuring prescriptions are dispensed properly, filled in a timely manner, and appropriately delivered to the patient or office.

Education/Experience:
High School Diploma or GED required. One year of customer service experience and/or pharmacy/medical experience preferred.

Certificates and Licenses:
Valid license, registration and/or certification, in good standing, to practice as a Pharmacy Technician as required by the Board of Pharmacy in the state employed preferred.

Duties and Responsibilities include the following. Other duties may be assigned.
1. Manages large amounts of incoming calls/interactions via automatic call distribution (ACD) calls outbound dialer campaigns, chat, fax, or email channels.
2. Adheres to schedule to ensure appropriate coverage to meet contractual service levels.
3. Meets productivity, availability, and quality metrics as assigned.
4. Acts as liaison between Company, patients, insurances, Pharma and Provider’s office via phone, fax, and e-mail communications.
5. Provides order and shipping status, handles general inquiries, resolves customer complaints
6. Transfers calls to appropriate teams
7. Explains all company programs and services to patients and physician’s office staff including what to expect with Diplomat’s specialty services, what to expect in shipments and patient’s rights.
8. Contacts patients to schedule deliveries, confirm address, inform of any co-payment involved and notify of payment responsibilities.
9. Communicates with patients as needed based on prescription refills and refers any medication or illness related questions or concerns to a board licensed healthcare professional including but not limited to: nurses, pharmacists, or supervised pharmacy interns.
10. Processes and schedules prescription refill orders across multiple disease states for one or more Center of Excellence.
11. Maintains documentation of calls to and from patients, caregivers, insurances, providers, and Pharma.
12. Adheres to HIPAA guidelines and regulations.
13. Communicates patient status to provider’s offices/clinics.
14. Troubleshoots and resolves patient and payor issues to achieve first call resolution.
15. Conducts clinical assessments to assist the pharmacist with managing the patient’s disease state, in addition to reporting all adverse events related to drug therapy and pharmacy care.
16. Works collaboratively with other team members to provide team support and optimal patient care.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:
Ability to comprehend and apply principles of basic math while analyzing data and generating reports.

Reasoning Ability:
Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft products.

Information Security Expectations:
While performing the duties of this job, the employee is required to abide by Diplomat’s information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or external parties.

Knowledge, Skills and Other Abilities:
Time management
Oral and written communication skills
Professionalism
Knowledgeable of all areas of the pharmacy industry, medical billing, or medical background is preferred.
Customer service skills
Ability to multi-task and be detail oriented
Ability to works efficiently without creating distraction or disruption to other employees
Ability to relate well and communicate effectively with other employees and patients
Ability to work well with various personalities and work as a team
Should be independent and self-motivated
Ability to work and accomplish goals with little to no supervision
Organizational skills
Must be dependable and maintain levels of confidentiality
General knowledge of internet navigation and research
Knowledge of e-mail, fax transmission, and copy equipment are essential
Participate in continuous quality improvement activitiesPhysical Demands:
Equal Employment Opportunity and Affirmative Action: Diplomat provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diplomat complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, term


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