Pharmacy Clerk

JOB DESCRIPTION

JOB TITLE: CUSTOMER SERVICE SPECIALIST

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SALARY RANGE:

X Hour □ Annual

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DEPARTMENT: PHARMACY

FLSA: NON-EXEMPT

UNUSUAL WORKING CONDITIONS: NONE

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REPORTS TO: PHARMACIST IN CHARGE

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DATE: 4/1/16

Responsible for using professionalism and excellent customer service to contact our patients regarding their refills and overall patient care.

Effectively manage large amount of outgoing calls

Assist with placement of refills, transfers and/or new prescriptions

Provide accurate, valid and complete information by using the right methods/tools

Offer each customer the best possible service, quality, and value

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file document

Document complaints, as appropriate

Advise on company information

Take payment and insurance information over the phone accurately and promptly

Suggest solutions to work through any grievances or complaints

Work with Pharmacy Technicians and Pharmacists to ensure proper customer service is being delivered at all steps of the refill process

Research answers or solutions as necessary

Assist with shipping/delivery administrative tasks to ensure accurate and timely delivery

Refer patients to a Pharmacist as needed

Other job duties as assigned

High school diploma or equivalent preferred

Strong phone contact handling skills and active listening

Demonstrate good listening skills and patience when dealing with all personality types over the phone and in person

Demonstrate ability to develop relationships with customers and coworkers

Strong command of the English language with Spanish preferred

High level of ownership, accountability and initiative

Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment

Excellent verbal and written communication skills, strong command of grammar, spelling and style

Strong computer proficiency with ability to learn new systems quickly and efficiently

Ability to work within tight deadlines

Ability to work long days sitting in front of a computer and using a telephone

Ability to lift and carry up to 30 pounds a distance of 20 yards

Ability to sit at a desk and work on a computer, for up to 8 hours at a time

Ability to talk on a telephone routinely throughout an 8-hour day

Ability to speak, read, and write in English and Spanish (if possible)

None